In today’s world of competitive small business, it’s no longer an effective advertising strategy to place an ad in the yellow pages. If you have a strong online presence, consider asking the following questions via online survey software that can help you discover integral information from your customers. Otherwise, you can ask these questions in person.
1. Why did you choose our business over the others?
The answer to this question can give you insight into how effective your current advertising strategy is, as well as indicate what kind of word of mouth business you may be getting.
2. What do you think we do better than our competition?
This is important information; you want to work on maintaining the reasons why people choose your business.
3. Do you have any suggestions for improvement?
Don’t be afraid to ask what may seem like a loaded question. True, some people will rattle off a list of tiny things, but others may truly give insight into something you’re just too close to see.
4. Is there anything we’re not doing/providing that you’d like us to do/provide?
If you start seeing a trend in these answers then it is time to really consider implementing those suggestions.
5. Do you have any questions for us?
The answer to this question may well be no, but answers may reveal a gap in your communication with your customers. If even one customer does have a question, then you must be sure to address it in some way to all of your customers.
6. Are you happy with our product or service?
Don’t accept a simple yes or no to this question; dig a little deeper and ask why. You’re not just inviting complaints; people are as happy to give praise as they are to complain.
7. Do you refer our company to others?
Word of mouth is an integral part of the advertising process; you absolutely need your customers to refer you to their friends. Immediately try to resolve any reasons why they’re not referring you.
8. How did you find us?
The answers to this question might indicate where you need to beef up your presence. This may mean you need to work on your Google ranking, or start handing out samples at the local PTA meetings, or even just display better signage.
9. Is there anybody within our company who particularly impressed you, and how so?
Your employees are integral to your business, and you want to be sure to reward those who are making an extra effort. Plus, this will encourage the other employees to do their best as well.
10. How can we best keep in touch with you?
Developing a customer contact list is imperative. Staying connected with customers is important, be it through email, phone or traditional mail. This way you can keep them apprised of sales, new products and other promotions.
Online survey software can be formatted to ask these questions, but you can also take a moment of your time to randomly ask your customers. This personalizes the experience for them, and also helps build a relationship with them.