Work on the feedback
Trust me, one of the fortunes you can get from business is customer feedback. I know, there are some of those nagging customers who just want to give you the extra jobs. Heard of such a story how someone sued redbull for not having Wings after drinking the energy drink for a while. Hahahaha, he made a fortune, it was indeed a worthwhile compensation. How about a snack producing company I also heard of on the net? It was a woman criticizing that she wasn't able to reach her hand to the bottom of their packaging cans. Ok, this is not the kind of feedback we are actually looking at, we are in any way ready to pay compensation. Don't even think of it.
You can say you are the best cook when ALL you do is cook for yourself or a family meal. Family members may bear your flaws, not the external society. You may have to reshape your ingredient content and quantity to meet up satisfaction. This is where pride must be set aside and corrections attended to. Entrepreneurship is a field of smart endurance for continuous learning and improvement. I can say, I always have a vision of standard and I have been working towards it yet I can ignore the extra help of my customer base. ‘Don't you think you should do this?’ Can be a game changing question.
That aside, as I mentioned earlier, a business is survived by customers' actions and reactions. One has to understand that they could probably get this service elsewhere so if they chose to send feedback for improvement, I think it is worth not ignoring. Earlier this year we had to look into that, customers can also help you meet up with trends. It was all about a shift on packaging bags for delivery. The earlier ones used were assumed too soft by a customer.
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It was something I had on the business list for upgrade; we never did that until that message came in. Of course it will cost us some extra bucks and adding to that, who said you should be the ones paying for the extra. It was included in service rendering and delivery price and there have been no complaints till date about that. I guess that my old saying stands, ‘quality has a price’.
Most times we feel these big companies are just splashing out extra cash for nothing. Imagine paying staff to handle the care section of a business. One may think it is a do without but this adds to the overall growth of a company. A good business is not extortion but rather ‘satisfaction well paid for’. Most small and medium scale enterprises ignore this section so much that they are not able to meet up with trends. You can't return a customer complaint with complaints especially when you know the character of who is sending it in. People have gone place and have seen standards; you own as an entrepreneur is to embrace it when it is brought to your door post.
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Ok, what triggered this article was a double feedback I got concerning a particular parceling pattern we use in our office for gowns. The incoming complaints was that it in the process makes some part of the clothes rumpled. Since changing our packaging bags we have had to do some packaging reshuffling since it is not as big as the former one.
Such feedback is proof that they have chosen to do business with you despite the leakages and will even love you to work on it and serve them even better. I have put a strategy in place to curb that issue. It will attract some extra charges; the most important part is it being customer satisfying.
To conclude, one thing is listening to your customers, another thing is also acting towards that direction if it will yield positive results and overall growth of your business. Business is about improvement, there is no island here. I once shared such articles about how Nokia got knocked out because they cared little to nothing about feedback. The masses were after the gaming and sharing experiences introduces by Android software but Nokia chose to operate rigid, it will remain one of those investment position loss they will not forget in a short while.
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