5 Big-Money Questions to Ask Every Customer

By on June 23, 2011

Money QuestionsSadly, fear stands in the way of a lot of business owners’ success. They fail to ask their customers for their honest opinions of the service they’re offering due to a fear of negative feedback. By not gaining a good understanding of the flaws of your business, your potential will suffer.

Does it feel as though your efforts and money are going to waste with your current advertising methods? If so the following five questions are questions you should ask every customer. Doing so will save you time and money, and it will help to build a sense of loyalty in your customers.

 

1. Where did you hear about our company?

Knowing which marketing methods are working for you is of vital importance. If, for example, you notice that a good number of new customers has been referred through social media, try creating new opportunities for even more social media referrals by beefing up your social media marketing efforts.

2. What were the deciding factors when making the decision to choose our company?

Although it may be difficult to believe, price is generally not the main reason that customers choose to do business with a particular company. More important than price is the ability to provide your customers with the proper product or service. Knowing their specific reason for choosing you will help you focus on that aspect in your marketing.

3. What one thing do you think our company does for you that others don’t do?

Knowing the answer to this question will help you gain a better understanding of exactly why your products or services are better than those of your competitors.  Having this knowledge will give you an upper hand when generating your marketing campaign. Without bashing the competion in your marketing, you’ll be able to highlight your strengths, knowing that customers will recognize the benefit of choosing you over a competitor.

4. Is there anything that our company could do better?

As mentioned above, learning of their company’s weaknesses is something that many business owners avoid. The problem with avoiding negative feedback is the fact that you are ignoring information that can be vital to the growth and success of your business.  Knowing the good, the bad, and the ugly will ensure you ever allow any of your weaknesses to become strengths of your competitors.

5.  Using a 1-10 scale, how likely are you to refer a friend or family member to our company?

It goes without saying that a customer who will give you a high score like a nine or a ten will be far more likely to refer you to their acquaintances than a customer who gives you a lower score. In addition to knowing what type of score your customers give you, it’s also very important that you continue to live up to the expectations that your customers have developed of your products or services.

Once you’ve got the answers to these questions, you’ll be better able to create a marketing campaign that will not only draw new customers in, but also continue to keep your existing customers happy.  You’ll also gain an understanding of which areas need to be worked on and in turn be able to stay on top of the problem areas before they result in a loss of customers.

You’ll find that most customers will be happy to provide you with their feedback and opinions, and they’ll appreciate that you’re asking. And the more feedback you can gather, the better your chances of successfully marketing your business and staying ahead of the competition.

What other information is important to know from customers? Share your thoughts in the comments!

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Matthew Toren

About Matthew Toren

Matthew Toren is a serial entrepreneur, mentor, investor and co-founder of YoungEntrepreneur.com. He is co-author, with his brother Adam, of Kidpreneurs and Small Business, BIG Vision: Lessons on How to Dominate Your Market from Self-Made Entrepreneurs Who Did it Right (Wiley). He's based in Vancouver, B.C.