When's the best time to remind customers to post feedback?
Customer feedback (especially the good kind) should be a focus for every Service Central business! Even negative feedback is useful, because it gives you a better understanding of why you don't win the work, or how you can do better in future. But, Service Central is all about having the best businesses on board, so how do you as a registered business make sure future customers know that? When IS the best time to ask your customers to post feedback on your business?
You can choose how to remind customers, as well as when to remind customers.
2 options for reminding customers
- Use your normal communication channels directly, by emailing, SMSing, calling or even faxing if you're so inclined! Try putting a note on the bottom of your quotes or invoices, or even asking them directly when you complete the job or quote the job.
- Use your Service Central portal to remind customers. You'll find this under 'Ratings received' when you log into your website.
2 options for deciding when to remind customers
- When you quote: On the positive side, you'll get lots of information about your quotes and customer's impression of your service! You'll also be able to catch any issues or concerns before customers make a decision about which business to go with. But, you might find this feedback isn't what you want on your public web profile!
- Once you've completed the work: Positively, you'll get more comprehensive feedback that also involved your workmanship and the quality of your work, which counts for a lot in customers minds. Plus, you'll have built up a relationship with your customer, so you'll be able to remind the customers that you know will give you a glowing recommendation! But, you might find that you get less feedback, and if you're going for volume then it's better to ask for feedback earlier on.
Whichever way you choose to go about it, getting great feedback online is a powerful way to win more work!
