You're facing a client who won't give feedback on your services. How do you break through their resistance?

Instead of asking for general feedback, ask specific questions about particular aspects of your service. Let them know how their feedback helps you improve your services to better meet their needs.

There are various reasons for the clients to not provide a feedback. Few are due to the rambling feedback procedures, you would have worked only few projects with clients or you would have really not satisfied the clients expectations! So in order to improvise your business feedbacks are very important to implement things. It's good to travel quite a long time with client by building the trust, reach them personally and let them know that this will improvise their future results and most importantly wait for it patiently. You will definitely can achieve it!

Na minha experiência profissional em Supply Chain, sempre procurei atender nossos clientes, visitando as lojas e praticando uma escuta ativa do que podemos melhorar em nosso processo. Essa pergunta simples, pode gerar grandes resultados na experiência do cliente e resultados das empresas.

Trust is the key to everything. Without trust, it's very difficult to have open and honest conversations. The key to building trust is listen and acting. Both must be present to build the trust relationship. If you are soliciting feedback or information, there is an assumption by the customer that someone is listening and acting where appropriate. If your only listening and not acting, you may lose trust and will make it very difficult to get the information you are looking for.

Como parte da nossa estratégia de aprimoramento contínuo e planejamento de três anos, realizamos visitas a clientes que tiveram experiências de compra insatisfatórias. Essas visitas eram agendadas com antecedência e seguiam uma estrutura bem definida. Dessa forma, o cliente se sentia valorizado e mais disposto a compartilhar informações valiosas para a melhoria dos nossos processos. No final de cada visita, oferecíamos um vale-compras como forma de agradecimento pela colaboração. Essa abordagem não só nos permitia identificar áreas de melhoria, mas também fortalecia nosso relacionamento com os clientes.

Making your customer feel special and as if they are your only customer is a big deal. No 2 customers are exactly the same and they shouldn't be treated that way. We have all probably at one time or another, sent a cookie cutter email to a customer and didn't change the customer name. Not good! Personalization is important and should be part of your normal practice. Make sure you have a vested interest in all your customers, know their pain points as well as what's going well. Make sure each experience is a new experience and not just checking a box exercise.

Esta semana, tive uma experiência com o call center de um banco. Pediram-me feedback sobre o atendimento, mas havia tantas perguntas que não consegui concluir a pesquisa. Por isso, é essencial sermos objetivos e diretos ao pedir feedback dos clientes. Isso não só aumenta a taxa de respostas, mas também garante que as informações coletadas sejam precisas e úteis.

Simpler is better! If you put too much red tape or make it difficult for customers to get in touch with you, they will go silent and that's never a good thing. Make it easy and worth their time. Always, always set expectations. Provide an escalation option they can follow if they aren't getting what they need. A customer should never have to ask how to get a hold of someone or what the process is to get a hold of someone. Exceeding customer expectations with each and every interaction should be the norm and not the exception.

Silence from a client can be telling. If a client consistently refrains from providing feedback, it may signal underlying issues with your services or their perception of the relationship. Delve into this silence by carefully reviewing interactions and services rendered to identify potential areas for enhancement. This introspective approach not only reveals opportunities for proactive improvement but also cultivates a receptive environment for addressing client concerns and fostering stronger relationships.