By Andrea Pirrotti Founder & CEO of Pirrotti Marketing Group LLC
It’s true; my informal, conservative tabulation shows that on average more than 38% of OBC clients have a need for additional workspace and services. This need can be uncovered in a number of ways but I have found that a simple semi-annual client satisfaction questionnaire works hard at uncovering latent demand. I like to use Survey Monkey to administer the questionnaire – but other tools are available as well.
When I create questionnaires I build them with two objectives. The first is to underscore the operators’ commitment to the client and the second is to uncover additional revenue opportunities. Historically, when I capture results from the questionnaires, the satisfaction level is typically quite high. Interestingly, we have also uncovered that the operator is adding value to their clients’ businesses. I always get a huge smile when I uncover this statistic because it underscores that the operator is providing much more than a “box” to work from, they are adding value / contributing positively to their clients’ businesses! Another interesting stat is that in most cases 97%+ of clients would refer the operator to a friend. What I enjoy is asking what the client would say when making the referral. You would be surprised by the answer. What I found most interesting is the number of clients that have a need for additional workspace or services that the operator was not aware of.
How do your clients’ feel about your operation? Are you adding value to their business? What would they say when referring your business to a friend? Is there demand from your clients for products / services that you are not aware of? When you create / distribute a questionnaire with the right structure and questions you’ll be sure to find out all this and much more.
