Are You Scared of Your Customers?
One of my clients wants to double in size in the next few years. Their service is amazing, and customers regularly choose to use them repeatedly.
With 30 years of experience in the B2B services space, I know one thing: it is not easy to consistently deliver excellent service. The promise of technology to solve problems is great to sell, in concept, but the reality is technology is as fallible as the developer who wrote the code. You need a first-class Customer Success team to help your customers when things go sideways. Great service is the differentiator SMBs can deliver better than larger competitors.
Customers: Fearing Feedback
It may sound funny, but this growing client is afraid of getting feedback from their customers. It is a successful growing company with repeat customers and they are worried about what customers will say. Why? Maybe they are afraid that someone will see them as a fraud or that their feelings will be hurt if customers say something negative about them. I am not sure, but I am sure it is hurting their growth.
What is even more ironic is large enterprises are investing billions of dollars to understand their customer’s point of view in an attempt to improve their experience. One large communications company just announced a $1 billion investment in a Net Promoter Score® program to measure and act on customer feedback.
This is where the winners and losers are separated. Those who embrace feedback get the information they need to confidently grow their businesses.
Stop Guessing and Start Growing
Service is the differentiator between SMB B2B service providers and the big guys. It is real and your customers will tell you it is real. You just need to be willing to listen AND act. There will be areas to improve, but the good news is you will know what they are instead of guessing. There will be areas of excellence and value, and you will know what they are instead of guessing. There will be raving fans who are willing to tell your story, and you will know who they are instead of guessing.
Don’t fear the feedback! Embrace it and use it to deepen your current relationships. And more importantly, use it to separate yourself from your competition and tell your story more effectively.
Not doing it is what should scare you.
If you would like to get actionable feedback from your customers, we would be glad to help. Our proprietary process helps you get feedback that is actionable and can be turned into additional revenue. Reply to this email or give us a call at (858) 863-9913 to schedule a time to talk.
