Make Videos of Customer Complaints

One of the main reasons firms have a hard time improving their product or service is not everyone in the chain of production gets to meet the customer.

The person who makes the chair isn't the same person who sells it to customers. The person who designs the website isn't the same person who takes comments from the customer.

One business solved this problem almost immediately by video taping customer complaints. Sales people went into the field and asked customers to point out problems on camera. Most customers were flattered to be asked.

Everyone in the company got together with pizza for a session watching the videos. When everyone in the group could see for themselves where customers were having problems, quality shot up.

If your business is small, think how you might be able to use this strategy to help your suppliers better understand your customers' needs.

Kevin Nunley provides marketing and copy writing. Read all his free tips at http://DrNunley.com Reach Kevin at kevin@drnunley.com or 603-249-9519.

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