Obtaining continual feedback against a set of established criteria is vital if an organisation is to retain its existing top clients and seek to improve its standing and the quality of its service levels to them.

There are at least seven benefits of regular feedback.

• Feedback reveals your customer’s current and future plans.
• Seeing your business from your customer’s point of view allows you to answer the question “would you do business with you?” – if not why not?
• Feedback allows you to tailor your service levels so that you enjoy maximum customer satisfaction at a minimum cost.
• If you don’t ask you’ll never know how you are doing until it’s too late! Feedback is magnified by the ‘ice berg factor’ making it more critical than it originally appears.
• Feedback can reveal what your competition are doing helping you to be a consistently strong contender.
• Gaining a reputation for wanting to hear feedback can actually make money for you.
 

How Often?

This will depend entirely on the importance of the account and revenue levels being achieved – or anticipated.

Assessing The Feedback You Receive:

If the feedback you have been receiving to-date has not been useful, ask yourself the following questions:

• Do I ask enough questions?
• Do I ask the right questions?
• Do I communicate effectively about why I am asking the questions?
• Do I ask the right people?
• Do I know how to use the data I collect?
• Am I organised to respond to the information?
• Do I value and trust the information I receive?

RememberThe Account Review Process:

• Is a non-threatening meeting.
• It is a fact finding session not a sales event in the short term. But ……………….
• It is highly likely that during this meeting you will uncover additional short, medium and long term opportunities.

You can download a FREE PDF from the JF Sales Kit - ”The Formal Account Review” here

Today’s News: “Should Salespeople Tweet?” Like me, you probably have your own ideas, and over at Salesopedia today, you can listen in to Scott Klososky.

“Social networking has become part of our lives and more recently Twitter has vaulted to the top of the list of what’s hot in technology today.  Twitter is in the news; in fact many TV and radio personalities are using Twitter to connect with their audience. Does micro-blogging have a place in sales? Scott Klososky explains what Twitter is, why you need to understand the two sides of Twitter, and what it takes to turn Twitter into an effective communication tool in your business.  If you don’t know your tweet from your elbow this is a good listen.”

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