Do you know?
Are you guessing?
If you do not know what your clients are really looking for from your business, how can you possibly serve and retain them? This is a basic concept that most business owners assume the answer to. For example, I assume that my clients want websites from me. However that is just the tip of the iceberg. Here is what I know (because I asked):
My clients want:(the shortlist)
- For me to explain technical items in common language (make it understandable)
- Training
- Social Media Strategies
- Simple, easy-to-understand websites
- Websites that are easy to update
- Access to other resources (referrals to graphic designers, photographers, content creators, etc.)
- Keep up on current web technology trends and products
I only know that my clients have these expectations because I ask them. I called and conversed with many of my clients to get this information. There is a great free tool that will make the information-gathering process easier and faster for you. Survey Monkey!
Survey Monkey offers a free level where you can ask up to 10 questions and send them to 100 people. There are also paid levels that allow more complex questions and offer other features. The free level is a great place to start. Send out some well-thought-out questions to your best 100 clients. Find out why they hired you, stayed, and what they really want from your service or product. I would even survey all clients that have left – find out why they left and see if it is a fixable issue.
