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Conversations With The Chairman: Get Feedback From Customers

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Conversations With The Chairman: Get Feedback From Customers

By: Steve Sadler, CEO, Allegiancy

June 01, 2015

Get feedback from your customers and then use it.

Use it to improve your service, use it to improve your product, use it to demonstrate to the client that they have been heard.

Probably 75-percent of the things we do right at Allegiancy, at one point, came from a client.

A compliment can be a complaint in disguise, so pay attention.

A client once called me and said, “You keep sending me dividends every month, I don’t need the money. Can I just reinvest with you?” So we implemented that option right away.

What could be better? A happy client investing more money at little or no cost to you.

We are always asking our clients for feedback and that feedback is part of what helps us be a better company year after year after year. We look for the comment that’s actually a complaint in disguise, we look for the compliment complaint or the compliment, even, that’s emphasizing something that we should make all of our clients aware of, or a product or service that other people should be availing themselves of. We try to take that compliment and amplify it so that all of our clients are aware.

It’s all about communication, both receiving it and making changes, and then letting people know that you heard them, that their opinion matters and that you want their business.

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