Small Business Monday: Customer Feedback

October 12, 2015 Aditi Vora

Welcome to our weekly, Small Business Monday feature, where we’ll quickly highlight some important facts and trends that small business owners need to grow their local service businesses. 

Today we're taking our customer feedback and turning it into $$$. 

What to do when you find your suggestion box filled up…

It’s time to start reading those bad boys. When it comes to getting customer feedback, you shouldn’t shy away from confronting some of the hard truths they might be lobbing your way. Gathering customer feedback is like conducting marketing research for your small business, at no cost to you. When you figure out how your customers feel about your service, you could use that valuable information to make your business work smarter.

What do you say to the customer that left you a scathing review on Yelp…

Thank you. These days, sometimes all you read on online reviews are extremely positive reviews and ratings on a product or service, or extremely negative ones. Don’t let the negative reviews bring you down. The fact that your service even elicited a response to begin with is good news for you – your business has caught the attention of someone. However, don’t take these reviews lying down, make sure you reach out to these unhappy customers and try your best to diffuse the situation. Offer a free service to make up for the poor experience the customer may have had. This is your chance to turn your negative into a positive.

How do you deal with your employee that just got yelled at by an angry customer…

Use this as a teachable moment. There will always be times where you’ll have to deal with an angry customer, no matter how great your service was, how friendly your staff was, and how hard your worked on creating the best possible experience. If your employee ends up being on the receiving end of a put-down by a customer, just use the criticism and flip it around as a lesson for your employees. Use that feedback as a way to touch up on the strengths and weaknesses of your employees and leverage it to increase employee morale. 

How do you greet a customer who is returning only because of the "free" promotion you offered...

"Welcome back!" Although some of your returning customers might be coming back only for the free promotions you've been handing out like candy, you're giving your business a second chance at establishing a meaningful connection with them. Customer loyalty is an incredibly important part of your business, especially since repeat customers spend up to 67% more than new customers. Let that stat marinate and start thinking of some new customer retention tactics today.

About the Author

Aditi Vora

Aditi Vora is a skilled digital marketer with a passion for content marketing and exploring new and fun ways to keep her audience informed and engaged. She's currently the Senior Manager of Content at Booker Software.

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