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If you’re curious as to what your customer think of your customer service, you must do this very important skill. Watch this video for the simple, yet poignant, answer. As my gift to you for watching, click here to receive your FREE copy of my 21-point customer service leadership tips checklist (5 sections broken down into 21 points).
Real World Story: Did you know that 80% of businesses think they deliver great service, yet only 8% of their customers agree with that sentiment? If you want to elevate your service delivery, then you need to know what customers like, what they need and what they expect from you. And how else can you do than to get feedback from them?
Strategies that Turn it Around:
- Choose methods of measurement. The first step is to select which measurement methods work best for you, your business type and your clients. It may be as simple as survey cards in your waiting room, as in-depth as an online survey that you email to patients or clients, or as complex as a combination of several methods. Look at all options to see which method or methods will provide you the most accurate measurement for your type of business and clients.
- Select frequency for each method. Step two is to figure out how often you need to measure service. If you provide survey cards in your office, you can have each patient fill one out while they wait for the doctor to see them. If you conduct a telephone survey, you may want to set aside one day a month to call patients and customers to complete a phone survey.
- Implement findings. So what good is measuring your service delivery if you don’t implement any changes? Step three is to ensure your service measurement plan includes steps to take when you need to implement changes like shortening the number of rings before a ringing telephone must picked up or shortening the wait time before the doctor sees her or his patients once they check in.
- Announce changes. When you make necessary changes to improve service delivery, why not announce those changes to your patients and customers? It can be as easy as a poster with something like: “You Spoke, We Listened! Based on Your Feedback, We Promise to Always Notify You Within 2 to 3 Days of Your Next Appointment! Thank you for participating in our most recent survey.”
Remember: While you may strongly believe you offer exceptional service, odds are that your patients, customers and clients think quite the opposite. By measuring your service with any type of method, you can more accurately gauge where you stand with the very people you provide service to.
What do you do to measure your organization’s service delivery AND ensure you elevate it to a higher level?