Michelle Hamer challenges small business owners to be smarter. Through her programs, she works with clients to sharpen their skills and to think beyond the square. Michelle is owner of Smart Advice and holds community roles with organisations such as the Foundation of University of the Sunshine Coast, Lifeline Council and SC Area Consultative Committee.

What do your customers really think of you?

January 18 | Michelle Hamer

The new year is a great time to get things right. Consider surveying your customers to hear what you should be considering for 2008.

Find out what they love about you, what they hate, what your weak spots are, where you need to notch up customer service, and how you can improve your relationship.

Your survey can be conducted in the following ways:

• As a written questionnaire sent out to every customer on your database;

• Face to face in a focus group featuring a cross-section of customers;

• Through an informal phone chat with randomly selected customers.

Whatever method you choose, be sure to listen carefully to what these people tell you.

Remember that a customer’s perspective of the situation is their reality, so do not argue with them about any issues they raise. Instead, devote your energies to fixing the problem.

Recent Comments

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Posted by atapro1 from Doonan

on 19 January, 2008 at 8:46 a.m. ( Suggest removal )

Michelle,

I can't think of one business whose customers actually really like them. These attempts to get useful feedback from your customers usually end up being a hate fest...wholly unjustified in most cases or course.

Posted by virgo from Maroochydore

on 7 February, 2008 at 8:11 p.m. ( Suggest removal )

I completely agree with you Michelle! If you do not know what you are doing wrong - or well - how can you grow?

atapro1 - I always conduct follow up calls to clients - not only do they appreciate the fact that you value their input but 90% of the time the feedback is positive and they do like my business! The other 10% give you another chance becasue you are working on improving your service and everyone wins!