So, you've decided to give this survey thing a try, how can you be sure your asking the right questions?  Certainly as a "good" agency owner you are interested in your clients feedback.  But the savvy agency owner is more interested in how they ask the feedback questions.  While it is important to know what your clients are thinking it's actually more important that they walk away from the survey feeling great about their relationship with you.

 

Recent research shows us that what we say or write does in fact dictate future behavior.  Therefore, if I say "I love doing business with Bob because he makes me feel special." I will continue liking to do business with Bob, it's called Social Commitment and it's almost as reliable as gravity.  Turns out, what I say or write is binding when we know other people will see it or hear it.  Make sense?  So when companies design questionnaires they include questions to gain social commitment and consistency.  This means longer retention, more repeat business and even more REFERRALS.

So you probably want a few examples to run with, well here's the how to:

 Example 1: What do you like best about your agent and agency?

Example 1.5:  Why is this important to you?

Example 2:  What is the likelihood that you will refer a friend or colleague to our agency sometime in the future? 1-10(1=not likely at all; 10=very likely.)

Remember there are services out there to get you surveying today.  If you belong to my coaching program Quantum Club, we provide you with free online surveys for your clients that will help brand and strengthen your agencies position.  There are also resources like surveymonkey.com that can be used to poll your clients.

Don't miss part 3 of 3 in the series tomorrow, where I will review some of the best and most affordable nurturing and engagement strategies.