You have worked hard to generate leads and gain great customers, right? You certainly don’t want to lose them due to a perception of having poor customer service.
It’s very important in the inflatable industry to have happy, loyal customers in order to grow your business. The market competition is high and the nature of events not occurring every week creates the need for excellent customer service.
A good way to gauge how well you and your team are doing is through a customer feedback questionnaire.
Here are five steps to take to implement a customer feedback process:
Step One: Identify A Questionnaire Service
There are many great free or inexpensive questionnaire services out there you can use. Our favorite is Survey Monkey. You can build out many customized questions within the free version. You can also further personalize a survey with a paid subscription and the entire website is very user-friendly.
Step Two: Write Your Questions
Before you start writing questions into the survey service platform, think about the most common complaints you hear from customers. Try to channel their mindset when writing the questions and keep them general with areas to fill in more details. You should also include one at the end that asks if they want to be contacted by someone from your team to discuss their concerns further.
Step Three: Create A Protocol
Once you have your questions composed and built into the platform, write down a protocol for sending out this feedback questionnaire. Of course, you need to be capturing customer emails before you provide services in order to do so. You also should be sure to communicate with the customer that you will use their email address for a customer satisfaction survey.
Step Four: Deploy Your Surveys
Decide if you will schedule it to go out while the event is still happening, later on the same day, or within a couple of days of services being rendered. It’s important for it to go out in a timely manner in order to capture the best feedback.
Step Five: Analyze The Results
Once you have captured the customer’s feedback, you will want to carefully examine the comments. If they are happy with the services, ask if they would be willing to provide a testimonial for your website. If they are unhappy, look at their responses and try to think back on the actual event. Do you remember what they are concerned about? Which inflatable units did they rent? How can you prevent it from happening in the future? And how can you respond to them to ease their frustrations?
Structuring a customer feedback process is important for managing the reputation of your inflatable business. Use these feedback questionnaires strategically to improve the services your inflatable rental business provides and take it to the next level of success.
Our team is always happy to help you navigate the initial business setup process, so don’t hesitate to give us a call at 1-800-569-0719 or send us a message with any questions you may have.