We can all agree that giving and receiving feedback is essential in all human relationships. This also applies to business relationships given that most successful businesses rely on customers giving them feedback and telling them what is working and what is not. This interchange of information allows business owners to implement fresh ideas and better ways to improve their craft or business model. It also provides much needed insight into the needs and wants of those customers.
For me personally, one of the main goals of gathering customer feedback is to enable communications between me and my customers and build lasting relationships. It is a given that as more and more businesses go online, there is less of the face-to-face communication we typically would find in a physical store front. In fact, it is not a stretch to say that in the online world there is virtually NO communication and if you don't have that communication you really don't understand how your products are impacting your customers or why your customers are making the choices that they are making.
With every single order I ship out I include a hand written note thanking the customer for the opportunity to serve them and also encouraging them to honor us with their honest feedback so that we may know how we are doing and how to better improve our craft and service. I almost always follow up with an email to the customer once I see that the package has been delivered by the USPS. This allows me yet another opportunity to make personal contact with the customer and let them know that we appreciate their patronage and that we hope they were pleased with their purchase. It is this personalized customer service that sets us entrepreneurs apart from huge corporations and businesses. However, it may be a bit of a surprise for you to know that out of every 10 orders I ship out, I only hear back (whether it is via email, text or Facebook) from 3 customers. Although I don't take any of it personally, I find it quite interesting and often wonder why that is the case.
It is clear that the challenging part for any entrepreneur lies in getting customers to see how valuable their feedback actually is to our growth; yes, getting them to see how much an entrepreneur appreciates honest and even seemingly negative feedback. And by the way, I am a firm believer in the idea that 'negative' feedback is also very valuable and necessary, as it allows the entrepreneur an opportunity for growth and improvement.
I still haven't figured this one out. But my goal is to keep the dialogue going and hopefully gain some insight from you. So if you have never purchased from M & M Soaps and you are reading this, I am interested in knowing what typically motivates you to show an entrepreneur your appreciation for their craft or service by providing your honest feedback? Do you view that aspect of the transaction as necessary or optional? Conversely, what makes you indifferent to this small but important aspect of your transaction with any given business owner? Is it your experience with the purchase itself? Is it a negative customer service experience with the entrepreneur? Or is it due to a lack of time? OR, do you subscribe to the idea that because the business may appear to be already established that your feedback is not needed, will not make a difference or matter?
If you are a M & M Soaps customer, I would love for you to weigh in on what would encourage you to be more forthcoming in sharing your feedback with me. I am genuinely interested in learning how I can make hearing from ALL of our customers and making that process a more organic and seamless one.
Whether you shop with M & M Soaps or with other artisans online, remember that your feedback is like the lifeline to our humble enterprises. And we love and appreciate it even more so when you share it willingly. :-)
Thank you for reading and many blessings to you and yours in all of your endeavors.
appreciate your honest insight.. and find it ironic that there have been no comments to a post specifically asking for feedback! from the options you present, i "view that aspect of the transaction as optional." it´s the difference between the majority of online transactions (which generally do not elicit human exchange or interaction) and an entrepreneur (to whom feedback is important for growth). your product speaks for itself because it is quality and made with love. the repeat purchasers are showing you the greatest of feedback.. and those who are making referrals as well. keep up the good work, ari. emma.
ReplyDeleteThank you so much for reading AND commenting Emma. So funny that you also made that observation. Ironic indeed. LOL. You are so correct in your statement that repeat purchasers are the best feedback; and believe me, I am absolutely grateful for our loyal customers. My post was intended to hopefully help me understand people better and not come to the wrong conclusion, as is often so easy to do. I appreciate your feedback. :-) and most of all I appreciate YOU!
ReplyDelete