Spot It.
You assume customers are happy because few of them complain. But you don't really know what they think, what they value most or what would make them buy more. Decisions about service, pricing and new offerings get made without hearing from the people who actually pay the bills.
Sight It.
Asking for feedback can feel awkward, and there is a natural worry about hearing bad news. There may be no simple process for asking. When feedback was gathered in the past, nothing visibly happened with it, so customers stopped bothering. And busy owners often assume they already know what customers think, which makes asking feel unnecessary.
Solve It.
Make listening a habit:
- Choose three simple questions, such as what we do well, what we could do better and whether they would recommend us.
- Ask them at the end of every project, or on a regular schedule for ongoing customers.
- Call a few customers personally each quarter for a deeper conversation.
- Share what you hear with the team, good and bad.
- Tell customers what you changed because of their feedback.
Customers who see their feedback matter tend to stay longer and speak up sooner.
Fixed it yourself? Great. Want help making it stick? Talk to a Troubleshooter.