We all know the importance of customer feedback in order to grow our business and continue to provide customers with what they are looking for; however, it becomes even more critical before introducing new products to your customer base while also appealing to potential new customers. The purpose of feedback is to provide you with a future path to ensure customer satisfaction.
Through feedback, you gain knowledge about your products - the successes and the failures. You also learn about your employees and whether or not they are best serving your customers. When reevaluating future strategy, these factors play a predominant role, especially if you notice you have lost some of your loyal customers. In this case, a simple survey sent to those customers can help determine what you can do to win them back!
According to Helen Leggatt at BizReport , “The customer's voice is even more important than ever to survive in today's competitive world, and recent research reveals that while listening is important, response is just as crucial.” She adds that research shows when complaints are addressed on a personal level, approximately 75% will change their minds. This is a significant number and crucial to your success. Although we are most compelled to respond to complaints, Leggatt stresses that it is equally important to acknowledge customers who offer positive feedback.
One important note, when looking at feedback, do it objectively.
- Consider the motivation of the feedback - is it an impulsive reaction or is it thoughtful and constructive?
- Feedback reveals strengths and weaknesses - try not to focus on one or the other.
- Don’t toss feedback, use it as a valuable tool to improve.
- Discuss feedback with your team and listen to how they respond.
When responding to feedback:
- Take the time to reflect before responding, but not too much time
- Carefully construct the response, remaining positive and hopeful
- Follow-up after the response to ensure customer satisfaction
In January of this year, we kicked off our #BetterCommunities Initiative for 2015, committed to making our community a better place for all stakeholders. We hit bumps, we hit obstacles, and we were about to rework the program completely until we received an email commending us for our efforts. We knew we had a good idea, but we were not sure how it would play out in real time.
Since then, we have received several emails from people asking how they can get involved, better ways to let people know what is going on, and suggestions of non-profits that could benefit from simply raising awareness. Since this month’s focus is on the Prevention of Animal Cruelty and Neglect, we thought we would offer some of the feedback we received with suggestions for shelters, item requests, and monetary donations.
Greys and Strays
The first place that was sent to us has their headquarters located in Jonestown, Pennsylvania. Greys and Strays promotes the responsibilities of pet ownership and offers the necessary preventive healthcare your pet needs to live a long and healthy life. Each location throughout Pennsylvania provides medical, surgical, and dental care for animals. In addition, the organization offers reduced cost spay/neuter to help keep overpopulation under control.
Emergency Clinics are located at:
- Northeast Veterinary Referral Hospital in Plains, PA: 570-208-8877, OPEN 24-7
- Veterinary Referral Center in Malvern, PA: 610-647-2950
- Berks ER in Shillington, PA: 610-775-7535, OPEN 24-7
- Rossmoyne Animal ER and Trauma Center in Mechanicsburg, PA: 717-796-2334, OPEN 24-7
- Animal ER and Referral Center of York, PA: 717-767-5355, OPEN 24-7
- Matthew J Ryan Vet Hospital of the U of Pennsylvania in Phila, PA: 215-746-8911, OPEN 24-7
All clinics are currently in need of the following items:
- Blankets, Sheets, & Towels
- Dog and Cat Food & Treats
- Kitty Litter & Litter Boxes
- Toys for Animals
Justice Rescue
In a brief interview with one of the founder’s, Crash, we learned that the Justice Rescue is a hands-on operation that sweeps in and saves animals from their abusers. In addition, they are committed to educating and raising awareness in the community about the abuse of helpless animals. As they grow in size, Crash conveyed that they will remain committed to being an organization that “fights for those who cannot fight for themselves.” Crash then referred to what has become a motto for the group:
It's not about the toes we step on, it's about the paws we protect...
Justice Rescue depends solely on the monetary donations of their friends, families, and fans. Without that help they would not be able to continue. If you are interested in making a donation, click here.
Crash asked me to refer to the website for other donations that are desperately needed to help reduce costs, these items include:
- Towels, Blankets, Sheets
- Dog Food
- Leashes & Collars
- Black Kongs
- Treats
- Peanut Butter
- Cleaning Supplies, like Bleach, Detergent, Paper Towels, etc.
- Food Bowls
- Beds & Crates (any size)
- Flea and Tick Prevention
- Gift Cards (Visa, Home Depot, Pet Smart, etc..)
Drop off locations can be found here.
ORCA
Founded in 1983 by four animal welfare volunteers, ORCA is dedicated to rescuing any animal that is sick, injured, in distress, stray, or abandoned in Lancaster County. ORCA provides services 24 hours a day and has access to other local agencies that can offer assistance, such as: police, fire, and other emergency workers. Although they do not shelter animals, the following services are offered and can be viewed in detail on the Services page of their website:
- Animal-Alert Hotline (24 hours a day, 7 days a week, 365 days a year) (717) 397-8922
- Aid to Animals in Distress and a foster home until the animal can be placed in a permanent residence
- Maintains a regularly updated database of lost and found animals in Lancaster County, Pennsylvania
- Investigates complaints of cruelty or neglect of domestic animals
- Pet Placement/Referral Service
- Low-Cost Spay/Neuter Program
- Refer people with feral cats to various trap and release programs
In addition to needing monetary donations, volunteers, and foster parents for animals, ORCA is in need of:
- White & Colored Copy Paper
- Pet Supplies
- Cleaning Supplies, including Laundry Detergent, Bleach, Trash Bags (all sizes), Paper Towels, etc.
- Prepaid Gas Cards
- Batteries (AA & AAA)
- Toilet Paper & Tissues
- Non-clumping, Unscented Cat Litter
- Dry Cat Food
- Postage Stamps
We hope you find this information useful and that you continue to provide us with feedback to let us know how we are doing and what we can do better. Please consider visiting these websites and see if there is anything you can do today to make the difference in the life of a deserving animal.