Does your company currently send surveys to your customers? What is done with the results? Surveys have been part of my entire career at Celebrity Staff, but it wasn’t until I received a survey about a year ago that I realized the importance of surveys and the impact it has on my business and my success.
I received feedback from a survey that was sent out to my clients that ranked me an overall 2 out of 5. When I saw this I thought “how in the world is this possible?” I had just placed a candidate at the company and they bought the agreement out early so I thought I had just hit a home run. I dug deeper into the survey and they ranked me a 1 out of 5 on communication. Now I was very confused! How was my communication a 1 when I just nailed this placement? It was time for me to take a step back and figure out what went wrong and how I was going to use this information to better myself and my business.
I decided to dig deeper into all my surveys to figure out the why behind the surveys and what I was missing with the information I had received. The first thing that stood out is that many of my clients weren’t completing the surveys. After I thought about it, I realized that they probably weren’t completing them as I had put zero emphasis on them and hadn’t done anything with the results. The second thing that stood out is that there was feedback from my clients and nothing had been done with it. Then again, why would there be as I wasn’t taking the time to look at the results and see where I could improve myself and my business. By noticing just these two things, I have been able to have great conversations with my clients on the importance of their feedback, and I have been able to put plans in place to improve how I can get better in my low performing areas.
Recently, I received an overall 5 out of 5 and a 5 out of 5 on communication from the same client who just over a year ago had given me an overall 2 out of 5 and a 1 out of 5 on communication because I took their feedback and discovered how I can better myself and my business.
If your company is not currently using a survey process, think about the feedback you are missing out on from your customers. A survey process could take you and your company from bad to good or good to great. On the flip side, if your company is using a survey process make sure to take the time and look at what your customers are saying and put a plan in place on how to improve.
Rance has been with Celebrity Staff since June of 2014. What he enjoys most about his job is knowing that he is changing people’s lives everyday by just getting people to work. Rance lives in Fort Calhoun, NE with his wife, Karli, two sons, Aiden and Carter, and beautiful daughter, Amelia. He graduated with honors from Bellevue University with a bachelor’s degrees in business. Before joining Celebrity Staff, he spent 11 years in the wireless industry managing a team of three to 14 employees. In his down time, Rance enjoys being with his family whether they are outside playing sports or inside watching movies and enjoying a nice craft beer.