Using Customer Questions to Make Improvements

by Kori Rodley Irons | More from this Blogger

30 Jun 2008 06:01 PM

When customers or clients ask questions, it can be a good jumping off place for us as to the areas of our businesses that need work. If things are confusing or do not quite work for those we do business with, they will likely come up as a question or a problem. Instead of simply feeling resentful or answering the question and moving on-if a question pops up (particularly if it pops up repeatedly) it is a good thing to investigate and see if there is room for improvement.

I have found that questions and problems can be a great place to look for the need for improvements. After all, if one person asks a clarification question or is confused by something you are doing or offering, chances are there are others with the same question. Perhaps there is something on your web site that is confusing or something in your marketing materials-by asking a question about it, the customer or client can help to shine a light so that you can take a closer look at how to make it more understandable.

Additionally, if customers and clients are asking for products or services that you do not provide, this could be something to look into-a demand from the market should not be ignored. If individuals want to have a certain product or service and you do not offer it, they will probably go elsewhere and find it. Their questions are clues to you to consider providing it to meet their needs.

Instead of being aggravated or offended by questions from your customer base, consider them as an opportunity to know what is on the mind of your customers or clients and a chance to look into your business operations for areas that can be changed or improved.

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