Why watching your clients is so important
Have you ever stopped to actually watch your clients to see how they interact with and experience your business? This is one of the simplest ways of how to improve your business without marketing it. Yet, this essential activity is often overlooked. It’s easy to make assumptions about how your clients will use your products and follow specific processes, but these assumptions are not always correct. Hence, the best way to actually obtain the true facts, so you can improve your business, is to watch your clients.
Innovative methods to watch your clients
- Products and services
How you think your clients should use your product or service is not always the same as how they will actually use it. That’s why it’s important to watch your clients and see if they are using your product or service in the way that you initially intended. This is a great way to obtain valuable insights about your business.
Different people will see things in different ways, as our brains don’t all function in the same way. So, don’t get upset or annoyed if your clients don’t use your product or service in the way you expected them to. Rather see this as a learning curve and realize that your clients may unknowingly point out something about your product or service that you never even considered.
- Business processes & systems
Another important area to look at is the processes that you’ve put in place to keep your business running smoothly. For instance, what process do your clients have to follow to purchase something or place an order? This may seem like a straightforward process to you, but your clients may feel otherwise. Have you supplied them with all the information they need, and is this information easy to find?
Watch your clients to see how they fill out forms, place an order, interact on your website and social media, make payments, apply for a refund, contact you, make queries, get delivery and respond to special offers and promotions. In short, you need to carefully consider and watch how your clients interact with your business. Are your processes as smooth and efficient as they could be or are your clients getting frustrated, because your systems don’t work quite as well as you think they do?
- Know your target market
If you’re going to watch your clients then you need to know who your target market is. Are you targeting men or women, young people or old people? It doesn’t help to watch the wrong group of people, as then you’ll be misinformed and you won’t get the information you need. But, also watch out for new target markets. There may be other people using your product or service, without you even realizing it.
- Regular feedback
Part of watching your clients also involves getting regular feedback from them. In other words, you should be watching your clients and paying attention to them in as many different ways as possible. For instance, you could literally leave your office and go see how people are using your product or service in the real world.
However, there are also many other ways to get feedback from your clients. Think of surveys, feedback forms on your website, questionnaires, polls on Facebook and messages on Twitter. You’ll probably be surprised when you find out what your clients really think of your business, products and services.
This is invaluable information, which will help you to drastically improve your business and it won’t cost you a cent to get this feedback. However, remember that this information is only valuable if you actually use it. So, make sure you take the time to review any feedback and find out what your clients need and how you can make improvements to your business.
Remember, it’s important to take note of what your clients say and do. At times, the key to a successful business is to watch what your clients do, how they behave, use your products or services and interact with your staff and business. If you want to improve your business without spending a cent, make sure you watch your clients and get feedback from them.