Using customer feedback to build your commercial cleaning business

Friday, November 10, 2023
Improve your services and increase efficiency with customer insight

Running a commercial cleaning business means delivering excellent service, building relationships, and listening to your customers. Customer service is vital for the success of your business and there’s no better way to gauge how you’re doing than by going straight to the source for feedback.

Companies that lead in customer service outperform the competition by 80 per cent. So, if you know what your customers are looking for, you can deliver on that expectation, building your bottom line, and driving loyalty. Customer feedback is the key to making your cleaning company stand out from the rest.

RELATED: Differentiating your customer service

The tools

It’s a great idea to get insight from your customers to better your business, but how do you get them to provide you with that feedback? Well, the simple answer is, you ask them for it. Whether it looks like a monthly survey, an interview after each job, or focus groups, talking with your customers is the simplest way to know how they feel about your business.

On top of that, today’s technology can also provide some insight you can use to get to know your customers better and address their needs. Data like frequency of repeat business, company referrals, and higher sales will tell you if your customers are happy and if you’re taking care of them. Looking at website traffic, click rates, and social media interaction can also give you a look into what your customers are thinking and how interested they are in your business. These tools offer you the opportunity to take a look at what’s working and what’s not, so you can tweak your approach to better serve your customers.

The steps

Once you’ve received feedback from your customers, how can you use it? There’s no point in soliciting insight from your customers if you aren’t going to make changes. The information you receive can help you identify areas that need improvement, refine your processes, offer more services, and more.

Soliciting and using customer feedback can also help your brand and your reputation. Becoming a company that cares about what its customers value and is striving to provide the best service means that word will spread about your business. You may just find that listening to your customers builds your client base, along with your bottom line.

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