Customer Feedback is a Gift

Slowing down to directly ask the customer "how can we improve your overall experience" is not a priority when the owner is operating with a Tradie Mindset™.

Embracing structured customer feedback into your operations is essential for identifying the most critical aspects of your service delivery and providing insights into where business process improvements are needed.

 Redefine Your Journey

1. Think Different, Do Different:

Harnessing Customer Feedback: A Gift for Continuous Improvement

Customer feedback is an invaluable gift that offers actionable insights into where and how your business can improve, guiding you to build a competitive advantage over your competition.

• Action Think Different: View feedback as a great opportunity for growth. Foster a culture where feedback is actively sought, welcomed, and valued.

• Action Do Different: Implement a structured feedback collection process. Start by integrating feedback mechanisms such as surveys or feedback forms at key customer touchpoints. Streamline feedback processes by adopting online tools like SurveyMonkey or Google Forms, where feedback can be collected and analyzed in real-time, leading to prompt and effective improvements. Use this data to identify areas for improvement and track the impact of changes over time.

2. Legendary Thoughts:

"Feedback is the breakfast of champions." 

This quote from Ken Blanchard underscores the importance of feedback in driving continuous improvement. By treating feedback as a crucial component of your business strategy, you can achieve substantial and lasting success.

3. Business Breakthroughs:

Transforming Feedback into Action

• Thinking: Recognize that feedback provides a direct line to understanding customer needs and expectations. Use it to guide your improvement efforts.

• Do: Focus on enhancing specific processes based on feedback. For example, if clients frequently mention delays in communication, streamline your job management system to automate follow-ups and responses. The key is to follow up and act on the recommendations immediately.

• Breakthroughs - Real-Life Success: Our client used Google Forms to survey their commercial customers to understand how service could be improved. The feedback indicated a need for greater detail in maintenance service reports and more consistency in maintaining safety standards. These requests were immediately implemented and a feedback loop was incorporated to ensure standards are maintained. This led to an 18% increase in the number of work orders received and a 40% increase in customer satisfaction. Their commitment to valuing feedback resulted in higher customer retention and overall business growth.

By embracing client feedback as a gift, you are investing in a strategy that focuses on your customers' needs, strengthens relationships, and builds your competitive advantage.

Share your business breakthrough experiences by emailing matt@cubeperformance.com.au.

Get excited making positive changes.