I haven’t always been a co-owner of Sutton Creative Studios. Many moons ago I was an interior architect. Between then and now my life took many interesting turns, and at one point I was an employee of Chipotle. As a cashier, it was my responsible to perform table touches, and if I can say – I was good at it! Thinking back to how my past has influenced my present, it occurred to me that we, as small business owners, need to be performing table touches regularly.Table touches, or table touching, if you aren’t familiar, is the act of going around around the restaurant and asking the patrons how their meal is. If anything is less than satisfactory, which rarely happens at Chipotle, you ask what you can do to make the situation better.
Recently Freshbooks implemented a feature which will allow me to ask our clients for a review when sending out the weekly invoices. Honestly, up until now I’ve been pushing the “not now” button. But why? I’m not concerned our clients would have anything bad to say, so why wouldn’t I want to hear their feedback?
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Word of mouth marketing is a powerful tool for any small business owner. If we can’t count on our clients to give our business a positive review then we need to do things differently. But the only thing we can do is ask our clients if they are satisfied with our services. And if they aren’t satisfied, what can we do differently?
While there are some questions that would be great to be asked of clients, other questions should be avoided. Here is a list of suggested questions to ask, and not to ask, during your table touches:
• On a scale of 1-10 (10 being EXTREMELY satisfied), how satisfied are you with the services we have provided?
• Would you like more/less/the same amount of communication as you have been getting?
• Do you believe our rate is fair?
• Would you recommend our services to others?
• Do you have any upcoming projects you would like us to help you with?
• Have you been especially happy with any experience you have had with (insert your company name here)?
• Does one of our employees/contractors stand out in your mind as providing outstanding service?
• Is there anything we can do for you?
• Do you feel like we are listening to you?
• How much would you be willing to pay for our services?
• Do you have any acquaintances you can refer us to?
• Have you had an experience with us which you wish had been handled differently?
In general you should focus on the positive during your table touches. Keep your questions light and help your clients focus on their positive experiences with you. Your positive questions will provide your clients with the confidence that they can open up to you and express any displeasure openly and honestly.
Do you need help preparing a survey for distribution? The staff at Sutton Creative Studios is extremely adept at creating forms and surveys for distribution. Contact us today for more information about our virtual assistant services.
Kim Sutton is the Managing Partner and Chief Everything Officer of The Sutton Companies, including Sutton Strategic Solutions and Sutton Creative Studios. She is a graduate of The School of the Art Institute of Chicago where she earned her Bachelor’s Degree in Interior Architecture.
An avid reader and passionate learner, Kim is constantly researching, studying and developing business improvement strategies. When it comes to client work, Kim especially enjoys helping her clients develop innovative marketing strategies and sales funnels, particularly when they are using Infusionsoft to automate all the heavy lifting. To find out how you can further develop your company’s marketing and automation strategies schedule a 1-hour Business Boost Strategy Session by clicking here.
In her free-time, Kim cherishes the time she gets to spend with her husband, Dave (her business partner), and five children. She also enjoys reading, knitting, writing and playing video games.
Get a copy of Kim’s FREE guide, “10 Top Tools for Small Businesses” by clicking here.