Customer feedback is imperative for any industry. Businesses that don’t act on it are doomed to fail. As a business owner, it’s vital to remember that customers determine sales and, therefore, your company’s long-term success.
Customers like to be heard. In the fast-paced portable restroom industry, listening to what your clients say can not only improve your business for future clients, it can keep your current customers from looking elsewhere, helping them to feel heard and valued.
Some people can’t handle criticism, or feedback in general — they feel under attack. One of the first things you need to be able to do as a business owner is take feedback. Don’t just hear it, listen to it! Don’t be dismissive of other people’s opinions, especially not your customers. Never assume that the customer is wrong. Of course, there will always be cases where a customer has a negative experience that was out of your control, but this is the exception to the rule. Most of the time, your customers’ feedback will be valuable to your business’s future. Be open to feedback and really listen to all that you get.
Seek out your customers’ opinions. Create a survey using online tools like Qualaroo or SurveyMonkey and email it to your client after the job is completed. Have a ‘Feedback’ or ‘Reviews’ section embedded into your website and don’t be afraid of displaying customer ratings and comments. Potential new customers really do read company reviews and most people are risk-averse when it comes to picking the right service. If there are no reviews on your site, they’re likely to avoid it. Yet, if they can see honest, transparent reviews they’ll be more likely to engage with your business. Focus more on getting good feedback than hiding potentially negative feedback!
Gathering feedback isn’t just about finding out what went wrong and changing it. All customer feedback is important. If the job went superbly, with no hitches, find out what went right. Knowing what works well will help you reproduce good practices and behavior and help you secure future clients. Ask questions like, ‘What was the best aspect of our service?’ and, very importantly, leave room for comments. Don’t rely solely on multiple-choice or yes-or-no answers. Detailed feedback will help to improve your business.
As time goes on, you’ll get more and more feedback from customers. Make sure you pay attention to what is repeated. If positive, ensure it’s maintained. If negative, act quickly to stomp out whatever is dissatisfying clients. If all is going well over a period of time, don’t get complacent. Keep your ear to the ground and be attentive to any slight rumblings among customers or any useful comments that can enhance your service.
Customer feedback should not be underestimated. A portable restroom operator will not only retain their current customers if they are reaching out and willing to act on feedback, they will also take on new customers if they’re really making changes based on the feedback they’ve received. Requirements and expectations can change over time, so don’t be afraid to adapt to the needs of the market. Gathering customer feedback is the most effective way of discovering just what your customers desire.
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