DJ BUSINESS
Customer Feedback — The Key to
SUCCESS By Joshua Volpe
The mobile-DJ industry is a service-based industry. We offer all types of entertainment services to give our clients the best day of their lives. There are measurements and KPIs (Key Performance Indicators) that tell you how well you’re doing in the industry and whether or not your business is truly successful. Customer satisfaction is an essential ingredient for business success. If your clients are unhappy with what you offer, then that will equate to negative reviews, smaller bookings, and low revenue. For any business, small or large, every customer is an asset, without which companies would have no business at all. Data has shown that in a service-based industry, for every complaint you receive, there are approximately 26 other people who are unhappy with your company… but choose to say nothing. Those are the clients you will most likely lose if you don’t take proper action to change things for the better. Besides just losing clients and revenue, low customer satisfaction levels can also harm your brand’s image – especially if certain customer complaints go viral online. But how do you know how happy your clients are? Luckily, there are strategies you can employ and implement that help you make the changes and improvements your customer base is actually asking for – all to offer them a better experience and a more pleasant customer journey. Google Reviews, popular wedding planning websites with review features, Facebook reviews, booking websites, and even sending out a one-to-one post-event survey to see how you well you did are all examples of essential customer feedback to help you maintain a good level of customer service and experience. Customer experience measurement and KPIs tell you how clients perceive the way 46
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“YOU SHOULD POLL AND SURVEY YOUR CUSTOMERS, OR SEND THEM LINKS TO LEAVE YOU REVIEWS, AFTER EVERY SINGLE EVENT YOU DO.” your business interacts and treats them. That perception has the potential to influence the way future clients feel about your business and how likely they are to do business with you and talk positively about your business. And most importantly, data so far has shown that clients who enjoy a great customer experience are seven to nine times more likely to recommend your brand to others. Consistent good customer experience assures greater return on investment. Consistency is the key here. You cannot assume that being nice to your customers on the first few days of them hiring you means they will stay loyal to your brand forever. If you want more, you have to give more. You should poll and survey your customers, or send them links to leave you reviews, after every single event you do. Knowing how your customers feel about you and what you offered them is the difference between being a bad, mediocre or great company. Feedback like this can help you measure performance and guide you to offer better services to future clients. Enhanced customer experience means a competitive advantage. Customer experience is the marketing tool that can offer a sustainable competitive edge to place you above anyone else in your geographic area, and without a doubt, be a very strong differentiator. So, remember friends: offer an excellent customer experience, survey your clients, review the experience measurements, in order to provide better services to maintain a strong brand and offer a competitive edge. Until next time, stay safe and have a great 2022! Joshua Volpe is the owner of Kalifornia Entertainment in Rochester, N.Y.
