Sales people often talk about not selling past the close.
The basic idea is: Once someone agrees to buy your product, stop trying to convince them!
Likewise, once a service rep has given someone outstanding service, why proceed to beg them for high scores on a satisfaction survey?!? Just trust that the excellent service will speak for itself.
Recently, both Ryan and I had terrific customer service experiences which were followed by appeals to take a satisfaction survey from the corporate office.
Importantly, how our service reps informed us about the surveys reveals a stark contrast, and offers a wonderful lesson about the one question companies MUST include on their follow-up satisfaction surveys.
[If that isn’t a teaser for our research friends, then I don’t know what is.]
Also, don’t miss this terrific post on this topic by our friend Jeffrey at Vovici. He offers some very smart insights on doing this research the right way, and shares some hilarious pleas for high scores via a post on The Consumerist.
Back next week with Ryan’s tale.