Customer Experience...Survey Says

The Survey Says....

Growing up I watched the game show Family Feud every week. The host, the late Ray Combs was a stand up comedian who did a great job saying SURVVVEY SAYS making the dramatic point and then revealing the final answer for the contestants, who found their fate. In business today your going to get 1 of 3 on your survey, and find your fate.

1. You will have a raving fan.

     You were a Rock Star from beginning to end. What you sold, got delivered on time and within                      budget. You communicated everything and followed up like a champ. We all want these raving fans,              but overall experience says this doesn't happen as often as possible. Over the next week I will be                  focusing on making raving fans and what raving fans look like.

    2.   You will be UH...OK.

   You were a rock star in the beginning and ended OK. The customers expectation wasn't met 100%.            Your a good person but, OK Contractor. You wont get referrals, but you got paid. The mediocre                customers experience will end as the wet ink touches the check.

   3.   Disappointing

  You started out a rock star and went down in flames. The customer is upset and telling everyone about         you on Facebook. The old saying of upset customers telling 10 people died with the digital age. Now,           if someone is upset 100's if not 1000's find out.

The best advice that I could give would be to start surveying in your business. I know when my customers aren't extremely happy and I can feel the tension in the air. I have been blessed with a gift to sense tension and can eliminate whatever is making them feel that way. I prefer to use digital surveys through survey monkey but, every once in while I will go old fashion and meet with the customer with pen and paper to find out whats going on.

How does your survey look?