With customers, you have to ask the right questions.
Sometimes, it’s tough to know what those questions are. Every customer is different, after all, and each of them will have difference experiences with your company, with your employees, with your products. Given that, how can you possibly set up a list of questions you can ask every time.
I might have an answer. Manta has a stellar list of questions to ask any customer, and I’d be remiss if I didn’t share them in truncated form. Let’s get right to them.
- How did you hear about us? Manta suggests this as a way of understanding how your marketing and advertising dollars are working. That allows you to better direct your dollars, which is always a plus. I would suggest that it’s a great way to start a conversation with a customer, whether by e-mail, phone or in person.
- What was your main reason for choosing us? This question can also start a great conversation. It also tells you what you’re doing well, whether it be customer service or your product selection.
- What is one thing we do really well for you? Again, great question to get a dialogue going.
- Is there anything we could do better? You may not always love the responses here, but the truth is something you need to make a habit of hearing. If you insulate yourself from legitimate complaints, your service will suffer.
- On a scale of 1 to 10, how likely are you to refer friends or colleagues to us? Perfect question to end with. You get a number, you get a reason and you can part ways having asked five quick questions that illuminated the customer’s experience for you.
Great list, right? Weigh in with your own questions for customers in the comments.