Dear friends,
Sometimes we don't know until it is too late.......so, how do we know or better yet, how do we find out?.......Surveys!
Surveys ARE great!. I recently sent one to my customers for their feedback and experience using our technology and settlement services. The feedback was honest and gave me a very clear indication of what WAS working and more importantly, what was NOT working. Now that sounds pretty obvious...sure we can make things better if we know about them, but in this particular situation, Cogent was bringing an untested system to the market and our single most important objective is to give a flawless experience to our customers....in a word we want it to be perfect.....Since most of my customers were folks I have worked with for many years, the thing I have found is sometime people are too polite to tell about their experience or worse they might omit some of the details and in many cases, they won't say anything.
Surveys allow for a forum to give honest answers without feeling like someones feelings might be hurt. The results were enlightening and we had immediate feedback and were able to use the data to fix any issues and it did not matter if there were real or percieved. The other thing is that is administered by an unbiased resource and therefore if the news is not exactly the way we expect, there is no defensive posturing. It also gives our customers the ability to be part of the solutions.
The link below is a great site that helps provide templates and customize surveys for literally just about anything and they manage the data in a very easy to understand format.
Until next time, my friends
To your success!
Bo Hussung
Matching experienced and expert title processing with state of the art technology, gives the best loan closing in the country.
Bo Hussung
Vice President of Sales
phone ~ 615-438-7300
fax ~ 678-261-1594
email ~ bhussung@cogentca.com
web ~ www.cogentca.com
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