The InyoPools Podcast discusses customer feedback and how they use it to improve.
Here are some key takeaways:
Feedback Methods:
- They receive feedback through phone calls, online reviews (website & Google), chats, Q&As. (2:51-3:38)
Handling Negative Feedback:
- Listen to the customer: Understand their frustration. (19:33-19:46)
- Show empathy: Put yourself in their shoes. (19:38)
- Address the issue quickly and efficiently: Especially if it impacts their ability to use the product. (20:35)
- Don’t take it personally: If it’s just one person complaining, don’t let it derail you. (5:14)
Utilizing Feedback for Improvements:
- Refine product descriptions: Make sure customers understand what they’re ordering. (10:35-10:52)
- Rework website features: Improve navigation and accessibility. (6:48-7:58)
- Create how-to content: Answer common customer questions. (27:07-27:25)
Why Inyo is Different:
- Expert technical support: They offer in-depth knowledge about pool products. (25:38-26:52)
- Focus on pool equipment: They specialize in pools, unlike big box retailers. (26:08-26:18)
In essence, the video highlights the importance of valuing customer feedback, not just for damage control but also as a driver of growth and improvement.
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