AlphaGraphics Owners share results after using CustomerPulse service
AlphaGraphics owners from Texas, Illinois, Georgia, and across the country shared how they are leveraging feedback to drive customer loyalty, retain business, and generate sales leads. Setting up and managing an ongoing customer feedback process is now easy and effective with this new, trial tested, service. Last week an email was sent to owners asking for thirty seconds to answer the question, “How are you using customer feedback to coach your team, drive performance, and engage your customers?” I hope you appreciate the unedited, in-the-trenches, e-mail responses shared by these owners.
Owners Share Process and Benefits
Sherry Perry, Dallas TX
“As I receive each reply to a survey, I respond to the client, thanking them for taking the time to complete the survey. If they’ve responded with any feedback other than checking the appropriate buttons, then I’ll address that also. In the survey we’ve listed other products and services we offer that they may or may not purchase from us. In the response email I ask for an appointment to meet and discuss these areas with them. I just met with a client today who did not know we did anything other than print, and I am now pricing marketing items for her because of the survey. I doubt that I would have had the opportunity to discuss as many other products and services with her without the survey.
I share with my staff both the positive and negative feedback from customers. This is a good way to recognize employees for a job well done when a customer compliments them. When there is anything negative, we address it immediately inside the center and with the customer in hopes of rectifying the situation and keeping them as a customer. Without the survey responses, I may not know of customer issues. I think this is a valuable service to obtain customer feedback as well as letting customers know of other products/services, and getting the opportunity to discuss these options with them. Hope this helps!”
Sherry received the highest customer satisfaction scores of any AlphaGraphics location in Q4, 2010 with a score of 89% selecting “Very Likely” to recommend to colleagues and friends when taking the survey.
Steve Adams, Mesa AZ
“I just implemented the surveys for my other 2 centers this month after trying it out in my Mesa center for the last 5 months. We are very happy with the results. It allows us to identify any customer service problems we may be encountering quickly and it gives us a chance to have a discussion with our customers about additional work we can perform for them. My salespeople and managers love this service. I really do think that all AlphaGraphics centers should use this or a similar service.”
Matt Haar, Kansas City MO
“Here’s my 30 seconds— It’s a cost effective way to:
• Stay in touch with customers.
• Follow-up without being obtrusive
• Shows we care
• Provides opportunity to cross sell products.
As far as how we use it.
• We share all responses with our staff in our daily meetings-both positive and negative.
• Gives staff a better understanding of how our customers perceive us which I think is KEY.
• We assume we always know what customers think, but we don’t really.
Hope that helps-Matt”
Lynn Chatwin, Denton, TX
“Perhaps the biggest benefit to us has been the feedback I can give to my staff, both collectively and individually. I generally review results of the survey with the staff in our daily Work in Process(WIP) meeting. When an individual survey response praises an employee, I frequently will simply share that with the employee. We did have one response praising our shop dog, Hank. I did not review it with him as he would have expected a dog treat. We have been fortunate that there has been very little negative feedback which required a change on our part. The negative responses do allow us to give proper feedback and follow up to our customers. Overall, we have achieved outstanding results in our customer satisfaction. This is a confirmation to us that our business and customer service policies are sound. Regards, Lynn Chatwin.”
Lynn received the highest customer satisfaction scores of any AlphaGraphics location in Q3, 2010 with a score of 91% selecting “Very Likely” to recommend to colleagues and friends.