Six questions you should ask

Six questions you should ask your customers

Hamish Mexted Accounting & Compliance, Managing Cash, Odds & Ends

Asking your customers five simple questions once you’ve finished a job is essential. Yes, it can be uncomfortable – you’ll sometimes hear things you don’t want to hear – but without hearing that feedback you can’t build your business.

Here’s six questions to ask your customers once you’ve ticked “job done”:

1. Are we easy to do business with?

This will give you an insight about how your systems and process make it easy (or not…) for people to do business with you.

2. What did you like about our services?

This will provide you with background on what they found most useful, but also what they wish you offered that you don’t currently.

3. What could we have done differently?

Clients often let small annoyances slide, but they certainly build up over time. This question gives them a chance to open up about them, and creates an opportunity for you to fix them.

4. Did our team communicate effectively with you?

For us, the number one reason people change accountants is poor or no communication. We focus on calling and keeping in touch – sure we don’t always get it right, but we’d rather overcommunicate than not communicate. Asking customers if your team keeps them informed will give you a gauge on where you’re at.

5. Did we meet expectations?

A negative answer to this question can tell you if you’re doing well, or not…

6. Would you refer us to friends and family?

This question is the key to unlocking referrals – the most effective way of marketing. If people are unwilling to refer to you then you’re likely missing out on low hanging fruit.

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