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5 things to ask your customers to make sure that they remain your customers

Are your customers satisfied with what you have delivered to them? How do you know? Is it because they haven't complained or because you have actually asked them? Asking your customers accomplishes two jobs:

1. You learn things that can improve what you deliver.
2.  Customers will understand that you are on their side and want them to be happy.

Here are 5 things you should ask your customers regularly:

1. What is the best with what we provide?
You might think that it's your complementary product Y when in fact it's Z. Perhaps you think it's your shipment routines when in fact it's how quickly you responded to people's questions during the process.

2. What would you like us to add to our shipment that would make your order more complete?
Here you can give your customer a chance to come up with things you don't have a clue about. They may have needs that you don't know about and where you can come in and sell more.

3. How can we improve our service?
Customers may want to have deliveries on Saturdays. They might want you to be there for the delivery to make sure everything works.

4. Are invoices and all of our correspondence clear and easy to understand?
Do you think you got value for your money? If not, how could we make it easier?
Invoices and payments are often a cause of concern for your customers. By asking if everything is understandable and to their satisfaction, you'll find out if everything is OK and you can show the customer that you want to solve any problems.

5. What would you like us do in the future to make you even happier?
An opportunity again. The customer gets the chance to come up with concrete proposals and you get the chance to implement smart improvements that will make your business better and more profitable.

NOTE - the important thing with customer surveys is that you give customers something for the trouble they take in responding. It could be a movie ticket, a lottery ticket or something else fun to say “thank you” for the time they've spent. Another important thing is to not ask questions that aren't relevant for the customers to answer. Keep the number of questions to a maximum of ten and make them interesting to answer.

About the author

Stefan Ekberg has worked in marketing for small business for 20 years and has written around 30 books on how small business owners can market themselves with limited resources. . In 2012 Stefan was nominated as Entrepreneur of the Year in Stockholm.

230 000 prescribes to his free newsletter "The 5 minute marketer"
Every week some 230,000 prescribers gets his free newsletter about 5 minute marketing.

"The 5 minute marketer" - the book
You run a small business and you want to get ahead of the competition, but how can you give resources to marketing when you're short on time and the budget is tight? The solution is here! The 5-Minute Marketer is packed with 395 tried-and-tested ways to market your business in 5 minutes or less.