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Why Customer Feedback Is Important for Your Business

Posted By Erin L. Lasch CAE, Thursday, May 12, 2016

By Yusuf Mehmetoglu, Maid Bright

 

Customer feedback whether it is positive or negative is crucial for any service business and is a driving force for businesses. Feedback can vary in terms of type and has an overall impact for the way a company does business. It is ultimately up to a company if they respond or react to customer feedback, but it is beneficial to respond to your customers’ feedback for the strong image of your company. Below are some ideas and about responding to customer feedback.

 

Be Aware of Feedback Channels

The first step in responding to customer reviews or feedback is to be aware of the various channels that customers are using. They can utilize online platforms such as Yelp, Google, Angie’s List, Consumer’s Checkbook etc. They can also use your company website if there is a place to leave feedback or send an e-mail with praise or complaints. If you know the various feedback channels, then responding will be more manageable.

 

Positive Feedback

Positive feedback, great! Most companies think they should not respond since the customer was happy, but this is a wrong approach. The customer took the time to praise your work and show their appreciation, therefore, it would be wise to respond and thank the customer for their patronage to your company. It is also another way to show potential clients that you are a responsive and professional company in any situation.

 

Negative Feedback

RESPOND, RESPOND, RESPOND! This type of feedback should serve as a red flag for your company in order to improve the quality of service and make sure those similar incidents or complaints do not happen in the future. When replying to negative criticism, be very professional. By responding professionally you can turn the negative experience to a positive impression. Start by thanking the customer for their feedback and apologizing for any inconvenience caused. The customer is the driving force in your business, and their disappointment can cause a further loss of business. It is never a good idea to show how the customer is wrong or argue on an online platform. The best approach is to keep it short and sweet.

 

It is ultimately up to you to control your reputation and company’s image. The way you respond to customer feedback or reviews are tools to show your customers and potential customers that you value the things they put in writing and also a way to fix issues, so they do not occur repeatedly. Receiving praise is a great thing for your company, but knowing how to respond in professional manner in the event that you receive criticism is vital. 

 

Yusuf Mehmetoglu is the owner of Maid Bright, a residential cleaning company that is based out of Sterling, Virginia. Find out more about Maid Bright at www.maidbright.com.

Tags:  customer service  feedback 

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NERVOUS CUSTOMERS AND HOW YOU CAN GET THEM TO HIRE YOU

Posted By Katie Pearse, Tuesday, February 16, 2016
Updated: Tuesday, February 16, 2016

Wouldn't it be great if EVERYONE hired a cleaning company? Imagine how much easier your life would be! There are three types of people out there looking for cleaning services, and your marketing has to appeal to all three types if you want to get EVERY customer who comes across your website or social media.

 I WAS READY TO HIRE YOU YESTERDAY!

"OMG please help me my house is a mess the cat fur is everywhere there is dried stuck-on food all over my floor I don't have time to shower let alone play with my kids AND keep my house in showhome condition and I am going to LOSE MY MIND if I can't hire someone RIGHT NOW to clean this freakin' disaster."

I AM READY TO HIRE YOU TOMORROW, MAYBE EVEN TODAY!

"I deserve a cleaning service because I am very very very busy and realize that outsourcing jobs like cleaning is an extremely effective use of my money. I can afford it, I know it makes perfect sense, and now I am going to explore the many options available to me before I take the plunge."

I AM SOOOOO READY TO HIRE YOU BUT SCARED STIFF SO I'M NOT GOING TO DO ANYTHING BUT SIT HERE, NERVOUS AND MISERABLE

"I want a cleaning service SO BADLY but I have a million worries about it. Can anyone really clean as well as I can? Don't I have to clean my house BEFORE the maids show up? Can I trust them around my jewelry/dog/baby? Will it be a waste of money? I have heard horror stories from friends, my mom, in the news... I'm so stressed out just thinking about it that I'd rather just do it myself or stay frustrated and unhappy."

Several years ago, I wrote a really popular blog post to help out all the people who fall into category #3. It was called "Nervous?" and I addressed every objection I could think of as to why someone wouldn't hire a cleaning service, even though they wanted to!

Read the original blog post from my website:
http://www.themaidmentor.com/blog/2016/2/15/the-scared-stiff-house-cleaning-customer-and-how-you-can-convince-them-to-hire-you

Tags:  advertising  customer relations  customer service  marketing  marketing ideas 

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