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How do clients perceive you? The importance of feedback in business

Soliciting feedback is a critical step for all businesses, but one that many skirt in fear of any negative results, but guessing at your brand’s reputation is less helpful in the long run than getting consumers’ thoughts.

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Feedback should be welcome

Many business professionals underestimate the importance of feedback and the value that it can bring to their business.

No one likes receiving criticism, but feedback, of both the positive and negative variety, can teach us a whole lot. It often serves to bring us more in-tune with our business and better understand what our clients perceive, feel, and expect.

Positive feedback frequently confirms what you’re doing is working and can be a great indicator that you’re building loyalty with clients.

Conversely, negative feedback lets you know what’s not working and gives you the opportunity to make changes and improvements that will ultimately benefit both you and your clients. As author Jack Canfield states in his book, The Success Principles, “To reach your goals more quickly, you need to welcome, receive, and embrace all the feedback that comes your way.”

Why negative feedback should be welcomed

Small businesses often avoid seeking feedback because they undervalue its importance to their business or they’re afraid of what they may hear. If you can relate, it’s essential to take a step back, change your mindset, and realize that negative feedback is something that should be welcomed and appreciated. In fact, you should ask for feedback every time you have an opportunity to do so.

When you do receive feedback, make sure you have a system in place to organize and manage the data. An industry-specific CRM is key in this regard.

Reputation survey

One great idea to better understand what clients think of you and learn how to improve is to conduct a reputation survey.

Clients many times perceive you and your business in a completely different way than you perceive it and how you think they perceive it.

You can conduct a reputation survey in a number of ways. The first is an informal approach and involves casually asking your clients for their opinion of your services during your next face-to-face interaction with them. You may want to bring up the subject by mentioning that you’re looking for ways to improve your service to clients.

Another way to collect feedback and conduct a reputation survey is formally via email, letter, or phone. Whether you choose to conduct it by email, letter, or phone, note that each one of these methods has different pros and cons, such as quality of the feedback, response times, and response levels. It’s a good idea to experiment to see which works best. A key benefit to conducting the survey formally is that people can provide feedback anonymously. And if it’s anonymous, you may get more responses and ones that are more open and candid.

There are many services, such as SurveyMonkey, that will let you create a survey for your clients to complete online. With SurveyMonkey, you can easily provide a link to your survey via email, your website, your blog, and social media sites and then analyze the results in real time.

Don’t guess your reputation

When you ask for feedback from your clients, you’re demonstrating to them that you’re committed to excellence and value constant improvement. Clients value this and will view your attempt to gain honest feedback favorably.

Don’t guess your reputation. You need to know what resonates with your clients and what you can do to provide world class service. Once you do, you’ll be well on your way to a business where clients will come back time and again and referrals will flow your way.

Matthew Collis is part of the Sales and Marketing Team at IXACT Contact Solutions Inc., a leading North American real estate CRM firm. In addition to overseeing many of IXACT Contact’s key sales and marketing programs, Matthew works with REALTORS® to help them achieve their real estate goals through effective contact management and relationship marketing. IXACT Contact is a web-based real estate contact management and marketing system that helps REALTORS® better manage and grow their business. The system includes powerful email marketing capabilities and a professionally designed and written monthly e-Newsletter.

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Business News

Tis the season for employment scams – here’s what to look out for

(BUSINESS NEWS) Desperate times call for desperate measures. Seasonal employment scams are back on the menu and here’s how you can avoid them.

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A serious man considers a clipboard in potential employment scams.

With the sheer amount of desperation surrounding the holidays, employment scams typically have a resurgence during this season. Thanks to the Better Business Bureau, there are some clear warning signs that can help you spot and avoid seasonal scams this year.

The typical crux of any employment scam revolves around a prospective employee’s willingness to pay for something upfront, be it training or some other kind of quasi-justifiable item (e.g., a uniform). However, other iterations of the scam actually involve an “employer” overpaying for something at the onset—albeit with a fake check—and then asking the recipient to wire “back” the extra money.

Either way, these scams can leave you jobless and with less money than you initially had, so here are some things for which you should watch out.

Firstly, employers shouldn’t ever charge you before hiring you. Some industries do require employees to make small purchases on their own dime (i.e., the aforementioned uniform), but payroll will usually deduct the cost of these materials from the employee’s first paycheck—not require payment upfront.

As a general rule, it’s probably best to avoid companies that charge you at all. Aramark, for example, is known for requiring employees to buy company clothes—and they’re no peach to work with. But desperate times may warrant an exception in this regard.

It’s also to your benefit to avoid postings that boast an “interview-free” experience. Put simply, no one is hiring sans an interview unless it’s nepotism or a scam. If you aren’t related to the poster, that doesn’t leave much up for interpretation. Similarly, advertising a large sum of money for disproportionately low amounts of work is a pretty big warning sign.

Finally, watch out for jobs that ask for a work sample before hiring. While this is common for internships, most entry-level positions and beyond aren’t going to require you to complete a project for free before determining whether or not you’re good for the job. At best, this is a tactic to get free work from you; at worst, your application information can be stolen.

It’s sad to think that people would stoop to the level of scamming others amidst the dumpster fire of a year it’s been, but if you avoid these red flags, you should be able to keep yourself safe during this holiday season.

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Business News

Genomelink is a one-stop-shop for your DNA data, but is it safe?

(NEWS) Genomelink is presenting a dashboard product to unlock further insights using your genetic data. Sounds cool…until you think about privacy.

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dna ancestry tests representing genomelink

Have you ever done one of those nifty home test kits to check your ancestry? In this new world where covid is a long-term reality and the resulting boom in telehealth services, genetic home test kits are seeing a comeback in popularity. What many consumers aren’t aware of, is what happens to their data after they get their report back. Now, there is a new contender in the market called Genomelink that is presenting a dashboard product to unlock further insights using your genetic data. That sounds cool… until you start thinking about privacy.

Most of the major companies in the business don’t even give you the option to not have your data sold, but that fact is buried so far into the fine print, it is no wonder that people miss it. Research published in the journal Nature found that genetic-testing companies frequently fail to meet even basic international transparency standards. Unifying all this data into one dashboard product unlocks even more opportunities for your data to be compromised.

There are four big glaring red flags prospective users should be aware of:

1. Cyber security standards in the genetic testing industry are low-tier.

2. The protocols for how to make your information “anonymous” before they sell it en masse are laughably ineffective.

3. There are no restrictions on who can purchase it or for what purpose.

4. Genomelink is trying to build a platform to streamline access to this data for “all users everywhere.”

Genomelink Co-founder Tomohiro Takano provided the following quote on ProductHunt.com: “We believe in the future, billions of people will have access to their DNA data. When that happens, imagine: [the place] where you will store DNA data and how you [will] connect data [to an] app ecosystem. That will be Genomelink in a nutshell.”

As someone who lives with disabilities, the last people I want to have access to my DNA data are health or life insurance providers or other for-profit interests who may not have my best interests in mind. Genomelink’s vision sounds like the well-intentioned beginning of something with the potential to be abused in sinister ways.

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Business News

9-to-5 workdays are no longer the norm: Flexibility brings productivity

(BUSINESS) Doing away with 9-to-5 workdays in a cubicle can work wonders for a team’s productivity. This is no longer a dream, but today’s reality.

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productivity outside of the challenging the norm of 9-to-5 workdays

As we’ve seen in recent years, many of the old concepts about work have been turned on their heads. Many offices allow a more casual dress as compared to the suit and tie standard, and more and more teams have the option of working remotely. One of these concepts that have been in flux for a bit is challenging the norm of 9-to-5 workdays. Offices are giving more options of flex hours and remote work, with the understanding that the work must be completed effectively and efficiently with these flexibilities.

Recently, I got sucked into one of those quick-cut Facebook videos about a company that decided to test out the method of a four-day workweek. This gave employees the option of what day they would like to take off, or, it gave employees the option to work all five days of the week, but with flex hours.

Despite the decrease in hours worked, employees were still paid for a 40-hour workweek which continued their incentive to get the same amount of work done in a more flexible manner. With this shift in time use, the results found that employees wasted less time around the office with mindless chit-chat, as they understood there was less time to waste.

The boss in this office had each team explain how they were going to deliver the same level of productivity. The video did not share the explanations, but it could be assumed that the incentive of a day off would encourage employees to continue their level of productivity, if not increase it.

This was done with the goal of working smarter, rather than harder. Finding ways to manage time better (like finishing up a task before starting another one) helps to stay efficient.

During the trial, it was found that productivity, team engagement, and morale all increased, while stress levels decreased. Having time for yourself (an extra day off) and not overworking yourself are important keys to being balanced and engaged.

There is such a stigma about the way you have to operate in order to be successful (e.g. getting up early, using every hour at your disposal, and using free time to meditate).

Let’s get real – we all need a little free time to check back in with ourselves by doing something mindless (like a good old-fashioned Game of Thrones binge). If not, we’ll go bonkers.

Flex hours and remote working are not all about having time to do morning yoga and read best-seller after best-seller. Flex hours give us the time to take our kids to and from school and comfortably wear our parenting caps without fear of getting fired for not showing up to work precisely at 9 AM.

9-to-5 workdays are becoming dated and I’m glad to see that happen. So many people run themselves ragged within this frame and it’s impossible to find that happy work-life balance. Using flex options can help people manage every aspect of their lives in a positive way.

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