In order to be the best you can be, you need to get inside your customers’ head. We don’t expect you to become a mind-reader, and neither do your clients. So it’s time to ask your customers some important questions.
1. If you became the CEO of our business tomorrow, what is one thing you would change about us and why?
This question gives customers an opportunity to point out an area of weakness without making them feel like the bad guy. This question can also help you understand why your customers want you to prioritize this change. Perhaps your business is doing “just fine” when it could be doing great—you’ll never know unless you ask!
2. How likely are you to recommend us to your connections (1 being not very likely, 10 being very likely)?
Word-of-mouth is an incredibly powerful tool in your advertising arsenal, and the internet has only made it easier for customers to share their opinion of you with others. Knowing the answer to this question will give you an idea of how memorable you are and show you how loyal your customer base truly is.
3. Can you name a specific experience when you were pleasantly surprised by our service? Has anything taken you off guard in a negative way?
When you ask your customer if their experience with you so far has been positive or negative, sometimes they draw a blank. This creative phrasing invites your client to describe particularly memorable moments, giving you specific insight into their experience with you so far.
4. If you had to describe our company using only 3 words, what would they be?
As open-ended as this question may be, asking your customer to narrow your business down to three words can show you are willing to let your customers shape your identity instead of stubbornly sticking to your vision only.
5. What do you value most about our company?
Believe it or not, you may not be investing in the most valuable aspect of your business. Knowing this can help you move forward in a way that is productive and resourceful.
6. Can you name something our competitors are doing better than us?
Did that question make you cringe a bit? Knowing how you stack up against competitors is crucial so that you know how to compete with them. Trying to do better than “the other guy” is what makes America a great place to do business and makes us all better!
7. What are your business goals for next year?
When you’re asking your client important questions, be sure to include at least one question about your customer. Understanding what makes them get up every morning will help you serve them better and show them that you care.