A Very Powerful Question
As I returned my Alamo rental car in Newark, N.J., recently, an employee asked if I had any issues with the car and how my trip was. I said, "Fine," and was prepared to get my receipt and walk to the terminal. Instead, I was legitimately surprised by a simple question:
"Could we have done anything better?"
I stopped. I pondered. No, they really could not have done anything better. My experience was good but I had not stopped to realize that it was so good. I had no ideas for improvement.
This powerful question is so simple that it has really caught my attention. I've seen it on surveys before, but there is something more powerful about asking the question verbally. The question encourages people to recognize just how good the experience was. If it wasn't a good experience, you get a chance to improve.
"Could we have done anything better?" could be one of the most powerful questions you ask your customers this year. You gain insight or they recognize how good their experiences were.