Use the right words when you ask, “Is there anything that we can ask for feedback. If you ask a customer, “How is everything going?” he will always say, “Fine.”
But here’s the rule:
If a customer is not complaining, it usually means that he is not happy for some reason. The reason he says, “Fine,” is because he doesn’t want to get into an argument with you.
If a customer is not complaining, it usually means that he is not happy for some reason. The reason he says, “Fine,” is because he doesn’t want to get into an argument with you.
When
you make a service call on a customer, instead of asking, “How’s it
going?” you do to improve our services to you in the future?”
Whenever you refer a customer to the future, to an ideal future state, he will almost invariably tell you the specific things you can do to make his experience with you and his company even better next time. This is what you want to hear, more than anything else. Then, when you get these ideas, promise to follow up on them right away.
