Why I Love to Hear From Clients and Why You Should Too By: J. Glenn Ebersole, Jr., Chief Executive of J. G. Ebersole Associates and The Renaissance Group™
I love to hear from my clients (and my business associates, friends, et al) because I value their feedback. One of my favorite questions is a simple one, but one that yields great value to me. I love to ask, “What do you think?” about any number of items and then listen carefully to the response. Over the 35 years in my professional life, I am still amazed at how many businesses and individuals will tell me that they know what their customers think & want. Yet, when I challenge them and inquire if they actually asked their clients or customers, they say NO very often.
Not asking for, not encouraging and not valuing feedback is a huge mistake. No matter what business or organization you are in; getting feedback from your customers & clients is a critical success factor. No matter how good or great you are, you always can be better by learning from feedback.
In asking for feedback I want to and need to know how I am doing. Former New York City Mayor Ed Koch constantly asked people he met on the streets - “How am I doing?” I believe in striving for continuous improvement and therefore we each need to know our own strengths and weaknesses so we can improve and grow personally and professionally. And then we need to take action!
When we hear from our clients and customers and truly listen with an open mind, we actually receive an opportunity to find out what their problems are so we can help solve the problems and return to use our services and products again. And in this way we can grow our own businesses.
Clients and customers appreciate the opportunity to share their feelings and will view you in a positive way for seeking honest feedback. Their feedback provides you with an opportunity to improve client loyalty, satisfaction and your bottom line. I really believe that asking for feedback and then following-up in a positive manner is one of the most effective techniques to retain your clients and customers.
I do love hearing from you, so please contact Glenn Ebersole at jgeprman@aol.com and send me your feedback.
Why I Love to Hear From Clients and Why You Should Too - To learn more about this author, visit Glenn Ebersole's Website.
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