Every industry seemingly tries to keeps its finger on the pulse of their customer base by building a service satisfaction question into the buying process. At the grocery store, you’re asked if you found everything you were looking for. The standard question restaurant query is: “Is everything all right?” In retail stores someone usually asks: “Can I help you find anything?”
The problem here is that these are all “yes or no” questions. What kind of information is “yes” or “no?” Granted, a “no” may give you the opportunity to fix something, but the damage has already been done. And never once, in my entire life, has anyone said, “Oh, I’m so sorry and I’m going to write that down and bring it up in our next staff meeting.”
I suggest we change the question to change the results and learn something of real value that’s actionable.
If you really want to know the truth, start asking: “How would you rate our (service, product, or price) on a scale of 1-10? Whatever number the customer chooses, ask: “Why did you choose that number and what would we need to do to raise it to the next level?”
This gives you real information plus the ability to react and do something.
If you want to know the real facts, you need to ask the hard questions. If you summon up the courage to do this, let me know the results.
P.S. You can also use this question to keep your finger on the pulse of your employees.
(Could you use a good chuckle right now? Visit: http://www.humetrics.com/speaking-training/slideshow/)
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