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Unrecognizable manager is evaluating a female employee icon with a five star rating versus one with three. HR concept for talent management performance review staffing decisions and achievement.

Why do I, as a customer have to fill out a feedback survey and relive my BAD experience?

How many times do you have a bad experience at a business and convey that to the manager at the location, yet still receive an email survey requesting your feedback on the experience? I don’t mind taking a survey periodically, however oftentimes they are so long that I never complete. The questions on the surveys are either so detailed and you can’t understand the question or they are just yes / no questions which doesn’t offer any insight into your true experience. I once got a survey from a car dealership that was 5 pages of questions front and back that wanted information on my car’s engine…

I am a firm believer that if you want to improve your customer experience, hire quality staff and management and provide ongoing service training. Furthermore, hire a mystery shopping company that offers a comprehensive analysis of your customer’s experience from their perspective and stop sending out surveys that are never completed.

Do you post your experience on Yelp or Trip Advisor?

I notice that more people seem to be using Yelp and Trip Advisor to voice their good and bad comments. I wonder why companies never respond to these comments good or bad? If a company doesn’t respond to bad reviews it looks like they don’t care. This is a good chance to redeem yourself to everyone who checks the reviews. If you receive good comments, this is a great opportunity to incentivize your guests to come back. Thank them for taking the time to give their comments. If you don’t have the time to answer the reviews hire a customer service person to take on this job. It will be a valuable tool for your business!

If you decide it’s time to get real feedback from a professional on your customer experiences, hire a professional mystery shopping company like The Hart Experience. We will help show you how to improve your customer experiences. Contact Debbie Hart, 602.717.3271 Debbie@thehartexperience.com www.thehartexperience.com

We offer a complimentary first time shop…

Also I love getting comments on my articles so please feel free to let me know your thoughts…

We must treat our customers like a valued family member…

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