Win Big - Written by JJ Ramberg on Monday, February 18, 2013 16:02 - 16 Comments
Start Small Win Big: Your Week 5 Action Plan
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Step 5: Talk to Your Customers. When it comes to your company, it doesn’t matter what you think of your product or service—it matters what your customers think. On my MSNBC show Your Business, we talk a lot about the tunnel vision of small-business owners—after months or years of developing their company, they assume that everyone believes the same thing they do. Well, oftentimes the assumptions you and your team have while sitting around a conference table are quite different than reality.
So it’s important to check in with your customers often. This week’s homework is to develop a list of 5 questions you’d like to ask your customers and then reach out to them to find the answers. There is an art to developing these questions, so as you formulate them, here are a few things to think about:
1. Make sure you are soliciting feedback that is useful. Here is what I mean. It’s useless to ask your customers if they like the layout of your website if you are not prepared to change the layout if they don’t like it. So home in on the parts of your company that you have the ability to change.
2. Ask open-ended questions instead of yes/no questions. For example, instead of asking “Do you like this product?” ask “What do you like about this product?”
3. Have an open mind. Try to put your own biases aside when listening to or reading the answers. If you feel that you are too wedded to your ideas, have someone else conduct the customer interviews and you can sit in and listen.
Dave Goldberg, the CEO of Survey Monkey, gave me a number of other suggestions on how to solicit helpful feedback. He says that you should be careful about choosing the right words to draw out the specific information you need. For example, instead of asking “What did you think about the training session?” you should ask “How engaging was the training session?” And avoid asking people if they agree or disagree with something. People have a tendency to be polite, which leads them to “agree” even if they don’t mean it.
Carol Roth, a frequent guest on Your Business, suggests putting together a Customer Advisory Panel (CAP) —a group of people who you can turn to often to test out your ideas and from whom you can receive feedback and suggestions. And you know who’d be a great Customer Advisory Panel? Your fellow Start Small Win Big contestants! Comment below with the five questions you’d most like answered. Then engage with each other to solidify those questions.
Armed with your list of questions, now you’re ready to seek out and ask your customers their opinions. Here are a few ways to reach out:
1. Send out a survey via the free application Survey Monkey.
2. Put together a focus group. This does not have to be anything formal. You can ask a few of your customers to come to your office and order a pizza or coffee.
3. Call your customers and have a series of one-on-one conversations.
Have a good time with this exercise. Your customers can be your best source of innovation, so use them. Let’s start your list of questions now!
Editor’s note: This is the fifth of eight installments for SUCCESS’s 2nd annual Start Small Win Big entrepreneur challenge. If you’re not signed up for Start Small Win Big, it’s not too late. Visit SUCCESS.com/winbig to join.
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Here at PK Insure we are always striving to improve our level of service. Would you please take just 1 minuet and help us by providing answers to the following questions.
1. How many students per week do you have participating in Parkour/Freerunning classes
2. If we offered liability insurance would this be something you would purchase?
3. If so how much liability insurance would you like to have
1. $100k
2. $250k
3. $500k
4. $1 million
4. Do you find your current policy affordable and fair priced?
5. what types of discounts would you like to seed applied to certain policies?
http://www.PKinsure.us
[Reply]
I'm curious to hear from those participants who already seek their customers' input–please share any experiences that led you to innovate, significantly improve your product or service or to correct a problem you hadn't even known existed.
Lisa Ocker, SUCCESS Magazine
[Reply]
Questions:
Do you think our website/blog will be on benefit to you and others?
What was your favorite part of it?
What was your least favorite, and how would you change it?
Did you find the website/blog user friendly?
Did you find the graphics, photos, etc.
At an enjoyable level
Too “busy”
I would have liked to have seen more visuals.
[Reply]
Josh_Ellis11 Reply:
February 22nd, 2013 at 4:26 pm
Good questions, Jerry. How will you reach out to your site's visitors and encourage their feedback?
Josh Ellis
SUCCESS Magazine
[Reply]
Josh_Ellis11 Reply:
February 22nd, 2013 at 4:26 pm
Good questions, Jerry. How will you reach out to your site's visitors and encourage their feedback?
Josh Ellis
SUCCESS Magazine
[Reply]
As a new startup company (launched Oct 19th 2012) we have developed over 200 "customers" that are both subscription fee as well as free user accounts. In the development phase we had focus group meetings with Art Galleries, Artists and Art Collectors to gather their most important features we should consider. Our website has an automatic survey request when an artwork is taken off the site example: Did you sell your piece on Flootie.com? What is the reason you are removing your artwork? Were you satisfied with our service? We have a constant interaction with our client base as we are usually involved in their art shows and/or Gallery relationships.
[Reply]
Hello everyone!
I looked into the different questions/ideas in SurveyMonkey in Education and Schools. The goal for the following questions is to find information in respect of School/Classroom Climate & School Program.
1. To what extent does your child enjoy going to school?
2. How motivating are the lessons at your child's classroom?
3. How well do administrators create a school environment that helps children learn?
4. How well do the activities at school match your child's interest?
Answers: Not well at all / Slightly well / Somewhat well / Quite well / Extremelly well
5. How can our team of teachers and administrators better service your child's education.
Please comment.
- My goal is to find the perseption of our school and the quality of education and service our team is providing.
Success for all,
Doris H Vela http://www.facebook.com/bambinichildren
[Reply]
Lisa Ocker Reply:
February 24th, 2013 at 2:40 pm
Hi Doris!
I liked the combination of question formats–starting by asking people to rate their experiences from "not well at all" to "extremely well" followed by the open-ended question seeking general comments. I think your approach may encourage more participation and provide the input you desire–I hope so!
Best of luck!
Lisa Ocker, SUCCESS Magazine
[Reply]
DorisVela Reply:
February 27th, 2013 at 12:25 pm
Hi Lisa,
Thank you so much for your feedback. My goal is to create a positive culture within the staff and the customers. I want to create an environment in which customers are proud to mention that their children come to our school, and staff happy (and proud as well) to work at Bambini, Inc. I think the survey will help in ensuring the quality of service and also mantain or increase employee morale and motivation when they obtain positive reviews.
Doris Vela
[Reply]
DorisVela Reply:
February 27th, 2013 at 12:25 pm
Hi Lisa,
Thank you so much for your feedback. My goal is to create a positive culture within the staff and the customers. I want to create an environment in which customers are proud to mention that their children come to our school, and staff happy (and proud as well) to work at Bambini, Inc. I think the survey will help in ensuring the quality of service and also mantain or increase employee morale and motivation when they obtain positive reviews.
Doris Vela
[Reply]
Lisa Ocker Reply:
February 24th, 2013 at 2:40 pm
Hi Doris!
I liked the combination of question formats–starting by asking people to rate their experiences from "not well at all" to "extremely well" followed by the open-ended question seeking general comments. I think your approach may encourage more participation and provide the input you desire–I hope so!
Best of luck!
Lisa Ocker, SUCCESS Magazine
[Reply]
Hi, we did create both an online survey for our customers (paying or coupon customers) that not only captured yes/not but also has open ended questions. Earlier before we launched we did an alpha test of our products where we sat with customers and debriefed. During the beta last fall and for about 10 customers who used the soft launch version, I had a follow up discussion on the phone to ask about the experience, what was easy, what was hard, what would they like to improve, and would they recommend us and why. I have also sat with numerous people to watch the sign up process in action (we are identifying and protecting people's Intellectual Property so we need a secure password and process) and we have made changes based on that. Talking to our customers is my favorite part of the business!
[Reply]
I am missing week three challenge. I checked my email several times and I have found 1, 2, 4, and 5 but not week three. Thank you.
[Reply]
Shelby Skrhak Reply:
February 19th, 2013 at 10:13 am
Hi Yordis,
Send me your email address and I'll forward Week 3 to you.
webeditor at success dot com.
Best,
Shelby Skrhak
SUCCESS.com
[Reply]
yordis Reply:
February 19th, 2013 at 9:20 pm
yordismorrison@yahoo.com
[Reply]
yordis Reply:
February 19th, 2013 at 9:26 pm
How are the entries/answers to this eight week challenge judged? Is it done from each persons answer to each week's challenge on the blog, or do I have to submit my answer some place else, I am not clear on that?
[Reply]
Jennifer Chang Reply:
February 20th, 2013 at 6:01 pm
Hi Yordis, great question. All of our contestants who are eligible to win the grand prize (US residents) are asked to submit an essay, where you'll write about how your business has specifically grown as a result of taking part in the challenge. Social media and blog participation also makes up a portion of the judging, so your blog comments will also be taken into account. We'll let participants know how to submit their essay towards the end of 'Start Small, Win Big.' Thanks!
yordis Reply:
February 20th, 2013 at 11:16 pm
Than you, that makes sense! I was just wondering. Thanks for your timely response.
Yordis
yordis Reply:
February 20th, 2013 at 11:16 pm
Than you, that makes sense! I was just wondering. Thanks for your timely response.
Yordis
Jennifer Chang Reply:
February 20th, 2013 at 6:01 pm
Hi Yordis, great question. All of our contestants who are eligible to win the grand prize (US residents) are asked to submit an essay, where you'll write about how your business has specifically grown as a result of taking part in the challenge. Social media and blog participation also makes up a portion of the judging, so your blog comments will also be taken into account. We'll let participants know how to submit their essay towards the end of 'Start Small, Win Big.' Thanks!
yordis Reply:
February 19th, 2013 at 9:20 pm
yordismorrison@yahoo.com
[Reply]
yordis Reply:
February 19th, 2013 at 9:26 pm
How are the entries/answers to this eight week challenge judged? Is it done from each persons answer to each week's challenge on the blog, or do I have to submit my answer some place else, I am not clear on that?
[Reply]
Shelby Skrhak Reply:
February 19th, 2013 at 10:13 am
Hi Yordis,
Send me your email address and I'll forward Week 3 to you.
webeditor at success dot com.
Best,
Shelby Skrhak
SUCCESS.com
[Reply]
I am a Registered Nurse and the link to my soon to be launched website is: http://www.nursesofftheclock.com/forums/index.php. Feel free to visit my site and answer the following questions:
1. Considering that the site's mission is to "inspire and empower nurses globally," its focus is on life challenges faced
by everyone – including Nurses. How well do you think the blog topics mirror common challenges we all face?
2. How helpful, relevant and extensive are the" professional resources?"
3. How helpful, relevant and extensive are the "clinical resources?"
4. How were you impacted by the "About Page.”
5. How well does the site’s content reflect its mission and focus?
BONUS QUESTION
6. What would you change about the site – content and esthetics – before launch?
[Reply]