How Am I Doing?

Getting customers to tell you how they feel about you

“How am I doing?” was a question former New York City mayor Ed Koch often asked his constituents. In an effort to make sure he was meeting their needs, he surveyed their opinions constantly. Not a bad idea since it not only gave him valuable feedback to consider but also showed everyone that he was open to getting their honest opinions so he can improve his performance. Do you do this with your customers? Chances are that you don’t, or perhaps you do it in a somewhat ineffective manner.

The standard survey that we’ve all seen and probably have even responded to is usually very superficial. It asks some basic questions that get a feel for the customer’s current level of satisfaction along with other questions about their purchase decision. But they don’t get down to the heart of the matter, which is how do they really feel about doing business with you and would they do it again if they had the chance. There are only a handful of questions that you need to ask that will give you a good sense of how your customers feel about you. They are short, simple and in your face. But you have to have the guts to ask them in the first place and then be strong enough to listen to answers you may not want to hear... Read More

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