Watching your clients to improve business
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 to make improvements to your business. 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. There are a number of areas in your business where you can watch your clients to see how they interact with and experience your business.
These areas are as follows;
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.
It’s essential to know your product or service inside out. But, it’s just as important to know what your clients think and feel about it, as this will help you to improve your offering.
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?
How do your clients interact with you and your staff members? Here again, it’s essential to watch your clients and see if they’re getting the service they should be. Are you and your staff members being as friendly and helpful as possible? Do your staff members have enough information and power to help clients solve their problems without constantly having to be referred to management?
You can learn a lot by watching the people in your business and how they interact. By doing this, you’ll soon see what you’re doing right and wrong. Also take a look at the block on the next page for some advice on customer service and what you should be doing if you want to improve your business
Get 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. There are many ways to get feedback from your clients. Think of surveys, feedback forms on your website, questionnaires,on Facebook and messages on Twitter.
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.