Why spend a fortune on researching your customers’ needs and desires when all you have to pay is attention to what they’re saying. Quality customer service is, and always will be, the driving force behind brand loyalty and the reputation your company has with your customers. Listen to what your customers have to say about your business and you’ll learn exactly how to serve them best.
There are a number of ways to discover what your customers think about you. For instance, search for your business name on Google and other search engines, visit Facebook and Twitter, check service review sites for the real estate industry, visit discussion forums designed for renters or property managers, and look anywhere else that your customers are given a place to voice their opinions.
Listen closely to what’s being said. Is it mostly positive and complimentary? Don’t expect 100 percent positive comments, it rarely—if ever—happens. But are the majority of the comments good, placing your business in a positive light? If not, why?
Hearing customer complaints, especially when you feel they’re unjustified, can be painful, but they can also help you create a customer-focused business. And that’s a strategy that will set your company apart and put you far ahead of your competitors.
If you find complaints, is there are common thread to them? For instance, you may see that several customers complain about a property manager who’s rude, or a receptionist who listens to loud music when you’re not around. When several people have the same issue, it’s obviously a recurring problem. Maybe you should talk to your employees or consider your own actions and decide if there’s validity to the complaints. If so, do something about them!
The Hollywood adage that “no publicity is bad publicity” stands true for business as well. If no one’s talking about your company, get the conversation going. Post on Facebook. Tweet. Ask for opinions. Take a survey. Encourage feedback from your customers. Do everything you can to elicit comments and opinions so you know where your business stands.
When you want to know how to improve your customer service and grow your business, find out what your customers are saying about you. Then use that information to build a stronger, more positive reputation for your business as quickly as possible.
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