(503) 567-2314 info@opiniator.com

Text the Boss – Direct Customer Feedback Survey Tool

Dec 19, 2018 | Blog

Text the Boss – Direct Customer Feedback Survey Tool

Key Takeaways:

  1. Immediate Communication Benefits: Texting allows for quick responses and efficient communication, making it a preferred form of communication over emails or comment cards.
  2. Customer Feedback Importance: Businesses need to focus on listening to customers to retain them and improve profits.
  3. Challenges with Comment Cards: Comment cards are often ineffective and should be replaced with more direct feedback methods.
  4. Effective Texting Practices: Clear, concise, and professional texting is crucial. Proper etiquette and timing should be maintained to avoid miscommunication.
  5. Enhanced Feedback Methods: Providing feedback options via SMS, web, and voice, in multiple languages, with analytics and follow-up tracking, significantly improves customer satisfaction and business outcomes.

Introduction – Text the boss is a good idea – but could be made better

In today’s fast-paced work environment, the ability to communicate quickly and effectively with your boss is crucial. The boss here is either your superior at work OR the business owner. Whether you’re providing feedback, requesting time off, or updating them on a project, or any other workplace communication, an instant message can be a powerful tool for immediate results. This article will guide you through the best practices for texting your boss, avoiding common pitfalls, and making the most of this communication method.

To text the boss (business or staff) is a good idea, but many customers think that a business doesn’t listen to them. Many companies tend to focus too much on the service or product they provide and forget about listening to their customers. Inevitably, this results in revenue and profit reduction. The Harvard Business Review recently commented:

Too many companies squander the treasure that is customer feedback.

Those businesses who get it – are customer listening focused

Zappos for example says:

Listening is the number one tool. What is important to customers becomes also important to Zappos. No doubt that there is no need to go above and beyond to wow your customers. Just listen and don’t follow a script. Each customer inquiry is unique, just remember that.

Why Text the Boss?

Texting your boss from time to time (remember staff or business owner) offers several advantages:

  1. Immediate Response: Unlike emails that may sit unread for hours, texts are often read and responded to within minutes. By using Opiniator, you get immediate results through direct feedback, including guest chat
  2. Efficiency: Quick communications, time sensitive material or simple questions can be resolved faster than through lengthy email exchanges. Quick questions can resolved in seconds.
  3. Record Keeping: Texts provide a written record of communications that can be referred back to if needed. This provides one big advantage over a phone call.

The Business Perspective

Rightly so that businesses are concerned enough to do something about it. In fact, over 80% are expecting to be competing on customer experience alone within two years, according to a 2017 Gartner Customer Experience Survey. A positive experience means customer retention and greater profits.

That figure has increased markedly since 2010, where the number was closer to 10%. Times have indeed changed.

Customer Dissatisfaction

Previous studies have shown 95% or more of customers don’t bother to complain. The five major reasons for this are:

  1. You never asked them for feedback
  2. It’s too complicated and requires much effort
  3. Customers simply don’t want to bother
  4. They are afraid of the possible outcome or even follow up questions
  5. The perception is the business does not care – so what is the point?

In reality, the last item is the primary reason customers defect to a competitor. Have a look at the data below from the Rockefeller Group on the reasons why customers leave a company.

Customers Think Businesses Do Not Care

 

 

 

 

 

 

 

 

Comment Cards – The Wrong Solution

Comment Cards are often used as the primary source for customer feedback. These are possibly the worst invention in the entire customer experience industry!  Read why this is the case, and the twelve major reasons for any business to give these up.

Text the Boss – A solution?

So what is a customer to do if they want to be heard and want something to happen? Social Media is NOT the answer. As we have highlighted before, businesses are drowning in the volume of comment on the web. Moreover, why should a customer post online without any direct contact with the business?

Most Americans now possess a cell phone. Moreover most are comfortable texting. Therefore, ee believe that talking directly to the Boss is a good start, but what is the best way?

Texting is one method but this is not going to be used by everybody, particularly the elderly demographic. Directly via the web is also useful – assuming the customer has access to a smartphone. The bad news here is that 23% of Americans do yet possess a smartphone.

Best Practices to be Used

To ensure your texts are effective and professional, follow these guidelines:

1. Be Clear and Concise

When texting your boss, clarity and brevity are key. Avoid long-winded explanations and get straight to the business issue. For example:

  • Good: “Project X is on track. Meeting at 2 PM confirmed.”
  • Bad: “Hi, I just wanted to let you know that Project X is going well. Also, the meeting we discussed earlier for 2 PM is confirmed.”

2. Use Proper Etiquette

Maintain professionalism in your texts. Use polite language, proper grammar, and avoid using slang or emojis. Here’s a quick guide:

  • Address: Start with a greeting, such as “Hi [Boss’s Name],”
  • Sign-Off: End with your name, especially if it’s the first text in a conversation.

3. Timing Matters

Consider the timing of your text. Avoid texting late at night or during weekends unless it’s an emergency. Respect your boss’s personal time and work hours. And remember to check for autocorrect mistakes.

4. Be Mindful of Tone

Texting can sometimes lead to misinterpretation due to the lack of tone and body language. Ensure your message is clear and professional. If the topic is sensitive, it might be better to discuss it in person or via a call.

Examples of Effective Texts

  • Emergency: “Hi [Boss’s Name], there’s been an urgent issue with [specific problem]. I’m on it and will keep you updated.”
  • Project Update: “Hi [Boss’s Name], project X is 80% complete and on schedule. Will send a detailed report by EOD.”
  • Requesting Time Off: “Hi [Boss’s Name], I need to take a day off on [date] for [reason]. Will ensure all tasks are covered.”

Texting the boss the correct way

Conclusion – A Better Solution – Direct Feedback to the Boss via Text, Web and Phone

So why not make it convenient for customers by enabling direct feedback on the most familiar tool available to all. The cell phone with text-based communication. An ideal solution would be to provide:

  • Direct contact via SMS, Voice and Web.
  • English and Spanish language.
  • Open ended comment and some analytics.
  • A response directly back from the boss.
  • Follow up being tracked until completed.

Fortunately, this is available now. So, check out Opiniator and all the features.

Now you can go straight to the Boss. On your terms and know you will be heard.

 

Top 3 Frequently Asked Questions (FAQs)

  1. Why is texting the boss considered a better communication method compared to emails or comment cards?
    • Texting provides immediate responses, efficiency in communication, and a written record of interactions, unlike emails which may remain unread for hours and comment cards which are often ineffective.
  2. What are the best practices for texting your boss to ensure professionalism and clarity?
    • Be clear and concise, use proper etiquette, consider timing, and be mindful of tone. Avoid slang, use polite language, and respect your boss’s personal time.
  3. How can businesses improve customer feedback and satisfaction using direct communication methods?
    • Businesses should provide direct contact options via SMS, voice, and web, ensure responses from the boss, and track follow-ups until completion to enhance customer feedback and satisfaction.

0 Comments

Submit a Comment

Your email address will not be published. Required fields are marked *