How to improve your business through customer feedbackSchedule a Free Demo
Whether or not a moving business is successful is largely based on its lead generation and customer satisfaction. If your customers are satisfied with your service, they are likely to recommend you to friends and family and help you grow your moving company. This word-of-mouth marketing is surprisingly effective, as it carries a degree of trust that no other form of marketing can mimic. But, it’s not the only way in which you can use customer feedback to your benefit. Successful moving companies try to learn as much as possible from their customers and make business decisions based on them. So, to help you out, we will give you a couple of ideas on how to improve your business through customer feedback.
Different ways to improve your business through customer feedback
The first thing to understand about customer feedback is that there is no bad feedback. Every information that your customer provides about your company, be it good or bad, is something you can build upon. So, instead of ignoring dissatisfied customers, try to consider their feedback and see if it has any merit. If there are plenty of reviews that say the same thing, you likely have an important message to learn. At the end of the day, you really ought to consider every feedback as important. Don’t only focus on the positive ones and ignore the negative ones.
Use feedback for product/service development
A lot of moving companies sell products – packing supplies, moving supplies… These are viable products that a moving company can offer to customers. If you aren’t selling them and your customers are asking you for them, you might want to listen to their feedback. Furthermore, you’d want to learn how satisfied your customers are with your services. More often than not, you can look to improve upon your offer and sell it at a higher price. Moving companies often mention how important it is to have quality packing supplies, especially when it comes to safety. So, if people start asking you for better quality, don’t shy away from providing it.
Improve your customer experience through feedback
Most moving companies live or die based on customer experience. If the customers are satisfied with your service they are likely to leave a good review. Furthermore, they are bound to recommend you to their friends and family, especially if you offer a discount for doing so. But, seeing how valuable good reviews can be, you should pay even more attention to the negative ones. If a customer is dissatisfied with your service, you ought to learn as much as possible. Use CRM email integration for movers to get in contact with your customers through email and have them explain their experience in as much detail as possible. By doing so you will see whether there is any room for improvement and whether your moving team did everything right.
Understanding the value of customer reviews
Good feedback from your customers has tremendous value. Most people looking for moving companies will first check out their reviews and rating. If they aren’t sufficient, they likely won’t even bother calling the company. Therefore, it is in your best interest to leave a good impression on your customers and to ask for honest feedback.
Don’t shy away from sending follow-up reviews after the move to ask if everything went well. And definitely don’t shy away from mentioning the value of reviews and how grateful you are if they would leave it. If you are having a hard time finding reviews, try to incentivize them through rewards. Just make sure that they are genuine and not put there with little to no care.
Customer feedback as a source of motivation
Customer feedback doesn’t only serve to help you gain new customers. It also serves to help your employees work better. Develop a healthy work atmosphere and you will motivate your employees to take pride in their work. After all, moving people isn’t an easy job. And we all like it when we are complicated on a job well done. So, if you get positive feedback from your customers, feel free to share it with your team. Tell them in as much detail as possible how satisfied the customers are and what the employees did to make them so. In the long run, such small motivation boosts can do wonders for employee performance.
Keeping track of your customers
Customers providing feedback can be a great way to start a conversation with them. By using CRM email tracking for movers you can establish a line of communication and start developing a conversation. If the customer is satisfied, ask them to explain why. If they aren’t, ask them even more. The reason for doing so is twofold. Firstly, you learn about your company and the things you can improve. And secondly, you learn about your customers and what they would like. Learning about your customers isn’t only beneficial for business development but also for marketing. After all, the more info you can get about your customers, the better you will understand your target audience. You will know how to frame your marketing content and when to present it.
You, as a company manager, can hardly hope to collect and analyze all the customer feedback coming your way. Instead, you need to have an experienced team using suitable customer relationship management software for movers. Such a team can look to gather customer feedback and then bring conclusions based on the gathered data. Futhmeore, if you make business or marketing decisions based on that data, they can track its performance. And, they can track how customers respond to your changes. Ideally, they will feel appreciated that you took their feedback seriously, and will be eager to provide you with further information if need be.