How to make a big impact
I’m regularly asked, “What do your builders, remodelers, and developers do to ensure that they have happy customers?” Far and away, the most effective thing that they do is share their customer feedback with everyone in the company.
Innumerable strategies will ratchet up your scores, but nothing will have as much impact as simply sharing your customer feedback. I am overwhelmingly pleased to see so many of our members begin their GuildQuality membership with a 75% recommendation rate, and within a year it has jumped dramatically.
What have they done? They’ve given access to GuildQuality’s reporting system to everyone in their company. That means everyone sees feedback in real-time. Everyone sees trends in the company’s (and their own) performance. Everyone begins to appreciate that a big part of their job is to be a faithful steward of the company’s reputation, and to do so by serving the customer.
Without any special programs, initiatives, or bonus structures, simply sharing customer feedback can carry a company from thoroughly mediocre to vastly improved.
Here’s a snapshot from a member that joined in Q4 2006:
