For the love of Donald, don’t do this

If you own my program The Ultimate Client Experience, you know that there is nothing that ticks off a client more than being ignored.

• Don't return a voicemail? I am ticked and annoyed.
• Wait a week to reply to an email? Yep, ticked and indignant.
• Don't answer the phone? Ticked again and add a dash of exasperation.

Send me an invitation to comment on your service and promise to get back to me ASAP if there are issues, and then DON'T get back to me? Royally ticked, plus irate, irritated and most likely a former customer. Case in point: Last month, I told you about my new lawn service. I was impressed with the owner and was happy to sign on to his service. During the first treatment, I was not home. When I arrived home it was impossible to tell what was done, there was no invoice on the door and no yard sign. I got an email asking how the service was. I gave it a 3 out of 5 since I had nothing to base it on, and left comments asking what had been done.

• No answer.

Yesterday we had another weed treatment. Again, no yard sign warning my puppy to stay off, weeds still living (thriving) and no invoice or report on my door. Again, I got the email asking for a review. This time they got 2 out of 5 stars and a bunch of comments.

• Crickets.

This brings me to my lesson from the Ultimate Client Experience: Do not survey your clients unless you are willing, ready and able to respond to the comments (good and bad). You are just asking for clients who are ready to Donald Duck you up. Look, surveying your clients is a valuable tool and a great way to get feedback on your service, product and employees. I highly encourage it. But you must have a system in place to handle the feedback you do get. If not, say goodbye to your clients, permanently.

Remember, you won't profit unless you implement, Vance "weedy, irate and ready to Donald Duck someone up" Morris