And the Survey Says…

Recently, the topic of surveys came up. Can they hinder or help small businesses?

Often, when you buy from large online retailers, you receive a link to a survey: They wish to find out how your experience was - both with the product and the delivery and/or return service. You also may have an option to leave a tip for the delivery person. Tell them about your experience, add more tip, receive some type of a discount on your next purchase for competing the survey, so many options.

Rarely does a small business have the bandwidth to conduct the surveys at the consistency level large firms can. The capacity does not exist. So, perhaps we all focus on being the respondent. It is the easiest way to let them know how their product and service impacted your small business. Be truthful, be fair, be kind in the response.

We had the opportunity to respond to a most difficult situation when we received a one questions survey. Would we recommend said company. When we answered with a 0 - unlikely, the manager called within minutes. A further reduction and complimentary product was provided within days. They took the time to understand what happened and made recommendations for future changes. It was a most pleasant resolution to a bad customer service experience.

So, please take the time to complete any and all surveys that larger firms send you. We may not be able to engage in those as the sender but we certainly can help one another by responding to them and helping to make small business experiences better. If we are not heard, our experiences will never improve.

Be well.