Customer Feedback Sales Meeting February 23, 2011
IMPORTANCE <ul><li>Enables communications between you and your customer.  </li></ul><ul><li>You understand what they like ...
METHODS <ul><li>Comment Cards </li></ul><ul><ul><li>Provide brief, half-page comment cards on which they can answer basic ...
BUILDING A SURVEY <ul><li>Understand what your business goals are in gathering this data.  </li></ul><ul><ul><li>Why are y...
BUILDING A SURVEY <ul><li>1. Keep it short.  Don’t ask more than six to eight questions or it will seem to complicated and...
IMPROVE PERFORMANCE <ul><li>Use complaints as an opportunity to call clients and thank them for their business.  </li></ul...
USE FEEDBACK  TO BUILD BUSINESS <ul><li>Use positive responses in your marketing </li></ul><ul><ul><li>Example:  “For the ...
KEEP IT LEGAL <ul><li>Some calling activities of real estate professionals need to comply with the requirements of the new...
TAKE ACTION <ul><li>Approach at less invasive times  </li></ul><ul><ul><li>After making a purchase follow-up with an e-mai...
CUSTOMER FEEDBACK TOOLS <ul><li>Surveys </li></ul><ul><li>Informal questionnaires </li></ul><ul><li>Open discussion </li><...
JUST DO SOMETHING <ul><li>If you’re not actively getting data about lost sales every day, you’re in the dark!  </li></ul><...
VIDEO <ul><li>http://www.viddler.com/explore/GarciaMarketing/videos/4/ . </li></ul><ul><li>http:// blog.yourcoach.com /shi...
QUESTIONS | COMMENTS
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Customer feedback

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Customer feedback

  1. 1. Customer Feedback Sales Meeting February 23, 2011
  2. 2. IMPORTANCE <ul><li>Enables communications between you and your customer. </li></ul><ul><li>You understand what they like and dislike </li></ul><ul><li>Without communication you can’t understand why your customers are doing what they are doing </li></ul><ul><li>You uncover flaws in your business </li></ul><ul><li>Clients want to be heard, respected, and have their guidance incorporated into your vision and strategic plan </li></ul><ul><li>Learn how to improve performance </li></ul><ul><li>Demonstrate your professional commitment to your past clients </li></ul>
  3. 3. METHODS <ul><li>Comment Cards </li></ul><ul><ul><li>Provide brief, half-page comment cards on which they can answer basic questions such as: Were you satisfied with our services? How could we provide the perfect services? Are there any services you'd like to see that don't exist yet? </li></ul></ul><ul><li>Surveys by Mail </li></ul><ul><ul><li>You might hate answering these things, but plenty of people don't -- and will fill our surveys especially if they get something in return. Promise them a discount if they return the completed form to your facility. </li></ul></ul>
  4. 4. BUILDING A SURVEY <ul><li>Understand what your business goals are in gathering this data. </li></ul><ul><ul><li>Why are you gathering customer feedback? </li></ul></ul><ul><ul><li>What will you do with it? </li></ul></ul><ul><ul><li>Are you going to act on what you hear? </li></ul></ul><ul><ul><li>When is the best time to approach your customers for feedback – when they buy, when they don't buy, when they're using you or a competitor? </li></ul></ul>
  5. 5. BUILDING A SURVEY <ul><li>1. Keep it short. Don’t ask more than six to eight questions or it will seem to complicated and time consuming for clients to complete. 2. Use a rating scale (from 1 to 6, for example) to help customers in their evaluation. Survey experts suggest an even-numbered scale gets better results; odd-numbered scales encourage respondents to just choose the middle number. 3. Ask respondents to compare your service to past real estate experiences. 4. Consider developing an online customer survey , especially if your Web site is a major source of business. 5. Leave space at the end so that respondents can add extra comments. 6. Enclose a self-addressed stamped envelope to make returns effortless. </li></ul>
  6. 6. IMPROVE PERFORMANCE <ul><li>Use complaints as an opportunity to call clients and thank them for their business. </li></ul><ul><li>Ask client what can be done to correct the problem. </li></ul><ul><li>Example: One of the questions we ask is, “Did you move within the Dallas area or come from out of state?” That helps us to know where our business is coming from and what areas we should be targeting. </li></ul>
  7. 7. USE FEEDBACK TO BUILD BUSINESS <ul><li>Use positive responses in your marketing </li></ul><ul><ul><li>Example: “For the last three years, 97 percent of our respondents have rated us as good-to-excellent in terms of overall service. We recently created a flyer touting that fact, which salespeople can put in their listing packets.” </li></ul></ul><ul><li>To establish and maintain a healthy flow, customer feedback must result in change your customers can see </li></ul>
  8. 8. KEEP IT LEGAL <ul><li>Some calling activities of real estate professionals need to comply with the requirements of the new National Do-Not-Call Registry after Oct. 1, 2003. If you are unsure about how the new rules will impact your activities, it is recommended that you consult with an attorney before taking any action. </li></ul>
  9. 9. TAKE ACTION <ul><li>Approach at less invasive times </li></ul><ul><ul><li>After making a purchase follow-up with an e-mail asking for help in improving their experience </li></ul></ul><ul><li>Increase the number of customers who return by identifying loyal customers </li></ul><ul><ul><li>When they return, ask them why they did </li></ul></ul><ul><ul><li>Always be listening, observing behavior </li></ul></ul>
  10. 10. CUSTOMER FEEDBACK TOOLS <ul><li>Surveys </li></ul><ul><li>Informal questionnaires </li></ul><ul><li>Open discussion </li></ul><ul><li>Website Widgets </li></ul><ul><li>Online Programs: Search Customer Feedback Tools (range in price) </li></ul><ul><li>Social Media: Encourage comments </li></ul>
  11. 11. JUST DO SOMETHING <ul><li>If you’re not actively getting data about lost sales every day, you’re in the dark! </li></ul><ul><li>If you think you “already know what they’re going to say,” try it anyway. </li></ul><ul><li>It shows everyone your level of confidence in what you do and signifies a level of commitment to customer satisfaction! </li></ul>
  12. 12. VIDEO <ul><li>http://www.viddler.com/explore/GarciaMarketing/videos/4/ . </li></ul><ul><li>http:// blog.yourcoach.com /shifting-habits-results/ </li></ul>
  13. 13. QUESTIONS | COMMENTS

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