August 6, 2009

7 questions you need to answer about your businesses compliments

1. What does your business do to actively seek compliments?
2. Do you have a compliment box for your customers in store?
3. Do you also have such a button on your website?
4. Do you reply to customers and ask more questions/clarify what they mean (if necessary) once they’ve given you a compliment?
5. Do you then use the compliment on your website/in your shop/in your communications?
6. Are you regularly telling your database and fans about compliments in your newsletters?
7. Are you sharing your fan mail with the team – putting it somewhere they’ll see it often?

I once came across a business that had boxes full of (unsolicited) mail. They were all thank you’s and compliments about their service and products. They had probably about 3000 such letters. Unfortunately this business never actually did anything with these words. They read them, thought they were nice, then put them in the box – without even showing the team. At the time they were struggling to pay the bills and really needed more business. If they had of utilised this huge resource a lot earlier, they could have had lots more business without the down patch.

Don’t let thank you’s pass your business by – seek them, clarify them, publicise them and use them as the basis of your marketing. If you aren’t getting any it may not be because no one likes your product or service, but because you never asked. Get asking and use the results.

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