Matthew Rusk Student Entrepreneur in Residence

As a small business, our customers are our lifeline. It is of utmost importance to us, and to them, that the service we deliver is always the best it can possibly be. We never want to let down these people. They are the most important asset in what we do or what we sell, and they are keeping us in our position of being the business owners we are.

Customer Feedback is so important, especially in the age we live in. These days, everyone has a voice and a platform to express that voice. If we offer a service or product, we want to take on board our customers voice. Let your customers give you their feedback, or better yet, you ask them the question:

“What can I/we do to make this experience/service/product better for YOU?”

This makes the customer see that you really do value their custom. While we have the vision for the business, our customers are the ones who know what they want and how they want it delivered so this should never be overlooked. Remember the old saying, the customer is always right? This is true to an extent.

We often see big businesses asking customers to complete surveys to say how they rate that interaction or to provide feedback but in the world of small business this is often overlooked and it shouldn’t be. In our world, we have a much closer connection with our customers as we often know them all by name and interact with them on a more regular basis. 

In my own business, I regularly ask my customers how they find the service and if there is anything, they would like to suggest I’m always open to having that discussion. Customer feedback can lead to growth. We don’t have to take everything our customers suggest on board, but it’s certainly food for thought. Let’s get behind our customers and let them help us. 

If the customer is happy, they will keep coming back time and time again. Happy customers often lead to word of mouth spreading. Let’s aim to deliver the best service we can!

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