Listening to Your Customers

How do you know what your customers want? Have you ever thought about asking them? Listening to your customers is one way to guarantee that you are providing the best possible products and services that will meet their needs.

In order to listen to your customers, you need to create methods of listening. Here are a few possibilities.

• Create a poll on your website. Ask them something simple, as in "What would you like to see more of on this website?" Be sure to leave an "Other" option, and include a contact box where they can leave additional comments. It may turn out that what you thought they wanted couldn't be farther from the truth.
• Ask them about the quality of your service. When your transaction is complete, ask your customers if there is any area in which your business could improve. You can do this face to face, via email, or through a survey. The answers may surprise you.
• Offer customer support. Have a telephone number or email address they can contact at any time to get immediate answers to their questions. What may be an easy process for you may be difficult for the average consumer. Give them the chance to explain their problem, and offer solutions as soon as possible. Without this in place, customers may turn elsewhere rather than continue to puzzle through your business.
• Value their opinions. Nothing is worse than the feeling that you are not being heard. Once you have gathered information about your customers' needs, follow through. Implement necessary changes that will make their experience better. Be sure to let them know that you were listening, and are striving to improve the quality of your business.

What methods of listening does your business have in place? Have you seen a business that truly values what its customers have to say? Join in the conversation