Are your customers telling you the whole truth?
GuildQuality Success Story: Southwest Exteriors and the Power of Prospect SurveyingSeptember 14th, 2012 by
Client feedback is critical to enhancing your company’s delivery of exceptional service, but have you ever wondered how your company could benefit from what your prospects have to say?
For the past three years, Scott Barr, President of Southwest Exteriors, has been surveying prospects that his sales team has only had one appointment with.
“Southwest Exteriors is a high integrity contractor. We survey at multiple points, but the feedback we receive through prospect surveying is especially important because it builds accountability,” Scott stated. “We’re obligated to ensure everyone we meet has a positive experience from our very first contact through our last appointment.”
The questions asked on Southwest Exteriors’ prospect surveys are designed to collect detailed feedback from homeowners who are either evaluating their company or who have decided not to work with them.
The following are a few of Scott’s favorite questions:
In what area(s) were you most satisfied with your experience with Southwest Exteriors and why?
How did you hear about Southwest Exteriors?
Scott cites this question as his top tool in determining whether or not there is a disconnect occurring between his marketing efforts and what the prospect cites as their lead source.
If you chose another company, who won your business and why?
If you have not chosen another company, what can Southwest Exteriors do to help you move forward with your decision?
“These questions provide the most solid feedback,” Scott stated. “They are instrumental in converting “maybe” prospects who are on the fence about working with us, into “yes” clients for life.”
1 out of 10 prospects have gone on to be Southwest Exteriors’ clients after completing a survey. 51% of all Southwest Exteriors’ prospects surveyed respond with constructive feedback; this is well above the average response rate for GuildQuality prospect surveys.
“Part of our sales process talks about how we use GuildQuality, and how important they are to our company. During this explanation, we let our prospect know that they will be receiving a survey after their appointment to get feedback on their experience with our sales process,” Scott stated.
Southwest Exteriors does not incentivize to achieve their high response rate, people willingly complete a survey just because they like them!
Just take a look at a recent review about Southwest Exteriors published to their GuildQuality member profile page:
“My experience with Southwest Exteriors was positive from start to finish. Never have I worked with a construction company whose team from the salesperson to the construction technicians displayed more competence and customer skill.”
Interested in learning more about GuildQuality prospect surveys?
The questions cover a range of topics including the homeowner’s decision-making criteria and your performance in listening to their needs, presenting appropriate solutions, and following-up. You will be able to identify the areas in which you exceeded and fell short of expectations.
Prospect surveys are conducted just as other available surveys through GuildQuality. We leverage our telephone, email and mail card surveying process in order to generate a higher response rate.
There is no additional cost to add this service, you simply pay on a per survey basis. The data and feedback is kept in a separate GuildQuality account, so this will not affect your scores for customer satisfaction surveying.
If you are interested, please contact firstname.lastname@example.org to get started.