Do you ask your clients for feedback? What do you do when you receive it? If your efforts in this area are ad hoc at best, you could be missing out on a big opportunity to improve your business and to promote it.
At the end of any project, it’s important to take time to reflect on your work but many small business owners seem to skip straight onto the next thing without pausing and asking the important questions:
- What worked well?
- What didn’t?
- How would you do it differently next time?
Without asking these questions, you might miss a way to better your business and you shouldn’t just be asking these questions of yourself and your team – you should be asking them of your clients too.
Using testimonials to promote your business
Seeking feedback from both regular clients and clients for one-off projects will not only give you valuable insight into how you can enhance what you do from a client perspective, it will also give you feedback that you can use to market your business.
Testimonials are a powerful selling tool; when a person recommends your services, they reinforce the story you’ve been telling about your business. When you ask for feedback and get a positive message back, take an extra step and ask for a testimonial that you can use to promote your business. Note: check this is ok for your industry first – many health practitioners are not allowed to use testimonials.
Once you have a testimonial, you can share it on your website to back up what you’re offering, through your social media platforms and in your company e-newsletter if you have one. You could also ask clients for a Google, Facebook or LinkedIn review to help boost your rating on these platforms. Collecting and sharing these pieces of evidence gives you and your business authenticity and credibility.
How to address negative feedback
All feedback is useful, even if it’s negative. This includes criticism that’s posted publicly to your Facebook wall. Many people’s first reaction to a negative comment on social media is to take it down or hide it, but it’s actually an opportunity for you to respond in a considered way, to demonstrate how you care for your clients and to boost your credibility further.
Next time you receive a not so good comment, think about how you can help the person or how you can do things differently next time – then let them know by addressing their questions. An honest and transparent business is always well-received by potential clients. That being said, if you find yourself battling with trolls and abusive comments, delete and block! Any attention will just make this situation worse – trolls thrive on it. So in this case, remove and move on.
So if you’re not already, make sure you ask for feedback regularly and use it to your advantage. You might be surprised what new leads will pop up as the result of some good old fashioned word of mouth – digital style!