Are You Listening to Your Customers?

Posted on Mar 5th 2015 under Customer Satisfaction

There's an old cliché that is often brought up when people are considering the state of their business or a particular product or service they offer: "If it ain't broke, don't fix it." The idea behind it is that you shouldn't mess with a good thing just for the sake of doing something.

However, sometimes a limousine company owner can become complacent with his or her company's current level of success. Just because your business seems to operating relatively free of trouble, it doesn't mean that some things aren’t actually starting to break. The trouble is, you may not hear about problems until they become too big to easily fix.

What you need to do is listen to your customers and make it as easy as possible for them to communicate with you.

This is where carefully targeted surveys will help you enormously. You have probably answered more than a few surveys when dealing with various businesses as a customer yourself. Think back to how you felt when you noted that you were displeased with how slow the service was or when you reported a problem with the company's customer service department. Also, remember how you were glad to report that you liked certain aspects of a company.

Remembering the surveys you've participated in will help put you in the mindset of your own customers. Assuming you have been doing a fairly decent job in delivering quality services to your clients, the most loyal of them should be glad to explain what they liked about your offerings and where you failed to meet their minimum expectations. This information is like gold just waiting to be mined, and if you keep asking for their feedback on a regular basis, you will start to see improvements in your company's bottom line.

The senior level members of DriveProfit's expertly trained marketing team each have more than 20 years of experience in helping ground transportation services firms extend their brand more brightly in the marketplace. Part of our mission is to assist limo company owners and operators get a better sense of what their customers truly think about the business and the service they offer. If you would like to start really listening to what your clients have to say about your business, please give us a call at 203-426-7780 or email us at

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