Leading Surveys and the Power of Asking the Right Questions
This is why I like the How question. Often when you ask why - you come up with reasons and excuses for why something happens or is not happening. Why are sales down this year? Competition is higher and we lost XYZ account. And of course the exchange rate.
I think of things we cannot change as "conditions". My exCOO used that all the time. Conditions are simply things which are. And anything that needs to be done needs doing "in spite of the condition".
But ask the How question. How can we increase sales. We can market more, we can sell other products, we can approach ABC customer etc. How questions inspire action.
Good leading questions get even better answers - eg being highly specific. How can we increase sales by 12% by December?
This is why my modification of the 5 Why's is to add the How.
So how can this be used in surveys?
Ask - what are the 3 things you like about us? Do you buy from us because our prices are competitive or because our service is great? Do you mostly buy from us because we sell ABC product or XYZ product? (so the customer says "I did not know you sold XYZ). As a customer, what is most important to you about us - that we sell more ABC than all other companies combined or because we ship faster than other companies?
The more customers say good things about you - even in a survey, the better they think of you.
Don't ask what is wrong with us? (that will always come out - especially if you have a section for "any other comments")
Surveys can be a great marketing tool and can help reinforce things in your customers' or prospects' mind. They can also educate your customer.
Texting and driving. Good video to share with all. Watch it through to the point where they show how long 5 seconds is.
And Victoria taking me for a walk.