This post isn’t so much about donuts as it is about consistency. I’m just going to talk about donuts because, well, I’m getting married and trying to lose weight and talking about donuts is MUCH better for me than eating them.
I had an opportunity to take a vacation recently, my first full-week vacation in over 10 years. I don’t do well at doing nothing. In fact, I could look like I’m getting nothing done, but in my head, the wheels are constantly turning.
During my trip, I had a chance to have a Krispy Kreme donut in South Carolina. Kinda home base (at least closer than Philly) for the chain, who makes a friggin awesome donut.
I’ve traveled extensively throughout the South and had my fill of Krispy Kremes. There was nothing like a coffee and donut. This particular donut tasted much better than the donuts Krispy Kreme produces here in Philly. I know because there is a store on my way to my parent’s house which I’ve been known to hit on my way home.
The fact that this donut tasted so much different (better) got me thinking about consistency. In other words, what is your consistency from one job to the next? Is that something you even track?
Do you know if the customer experience is the same? Maybe you ask them for a referral or a testimonial, but do you know if the last job FELT the same as the job before that one?
That’s called brand building…and it is crucial today!
The way people feel about your business is just as important as how happy they were with your work, how much you charged, how you cared for the job site…it all matters, and it needs to be tracked.
So here is a great way to ask clients or customers their feelings without getting too mushy…ready?
- Ask if they have a favorable, neutral or negative feeling about doing business with you…if they say anything but favorable, you have bigger problems.
- Ask if there was one thing that made them feel that way more than anything else. That gives you the ability to start tracking trends!
- Ask if there were anything they would change if they could start over again. Again, this gives you the chance to track trends.
That’s it, sprinkle those questions throughout your final walkthrough or exit meeting and use the data to make adjustments.