Porque é fundamental escutar o seu cliente (até quando ele fala mal de você)

Sabe aquela história de que “o cliente sempre tem razão”? Pois é, muita gente concorda com isso, mas também há quem discorde. No fim das contas, pouco importa se você concorda ou não com essa afirmação. O fato é que o cliente é a razão de ser do seu negócio. Em última instância, é o motivo pelo qual a sua marca/empresa existe. Portanto, é seu dever escutá-lo. É mandatório prestar atenção no que ele diz. Sobretudo se você quer que o seu negócio prospere.

Quando o cliente está muito insatisfeito com o produto ou o serviço que você entregou, ele vai reclamar imediatamente. Pode ser que ele faça isso na página da sua empresa no Facebook, no Reclame Aqui ou até mesmo pessoalmente. Quando isso acontecer, você não deve ficar bravo ou incomodado. Pelo contrário, você deve agradecer. Isso mesmo! Sabe por quê? Porque esse cliente que reclama está provocando um enorme estresse em um primeiro momento. Porém, também está dando a você a oportunidade de melhorar o seu produto/serviço. Está sendo franco, algumas vezes cruelmente honesto, mas está dando a chance de qualificar a sua entrega, o seu atendimento. Aproveite esse feedback.

Poderia ser pior. E quando o cliente não fala? Quando ele não manifesta o seu descontentamento? Quando ele sequer elogia o seu produto/serviço? Como saber se o seu negócio está funcionando? Você já refletiu sobre essas possibilidades? Ou deixa para fazer isso apenas quando o faturamento – o mais cristalino dos indicadores de um negócio – começa a cair? Como descobrir o que está bom e o que está ruim?

É por isso que você precisa usar um instrumento muito importante para qualquer marca: a pesquisa de satisfação. Se você trabalha na área de marketing e/ou vendas de uma empresa, já deve saber – ou deveria saber – que a pesquisa de satisfação é uma excelente ferramenta de identificação de problemas e de oportunidades relacionadas à sua marca e ao seu produto/serviço, assim como um poderoso instrumento para coleta de informações sobre comportamentos do consumidor e até mesmo tendências de mercado. Trata-se de um instrumento muito usado por companhias aéreas, administradoras de cartão de crédito e operadoras de telefonia. No entanto, vejo poucas empresas de micro, pequeno e médio porte usando essa ferramenta, o que de certa forma é preocupante.

Tenho convicção de que, não importa o tamanho ou segmento do seu negócio, uma pesquisa sempre contribui para melhorar o que sua marca está oferecendo ao cliente. No meu trabalho como consultor e professor de cursos nas áreas de marketing de conteúdo, marketing digital e estratégia de marketing, costumo aplicar pesquisas com frequência junto aos meus clientes e alunos. E elas ajudaram a melhorar a minha entrega. Vou relatar uma situação que aconteceu comigo para ilustrar como uma pesquisa pode te ajudar.

Algum tempo atrás, dei um curso para uma turma de cerca de 20 alunos. O clima do curso foi ótimo, os alunos pareciam ter gostado bastante do que haviam aprendido durante um dia inteiro. Curso encerrado, passei uma pesquisa de satisfação. Eles responderam os questionários e em seguida juntamos o grupo para tirar uma animada selfie. Quando o último aluno saiu da sala, comecei a checar os questionários. Para minha surpresa, aquela turma que aparentemente havia aprovado o serviço que eu havia entregue na realidade estava insatisfeita. As respostas indicavam que eu deveria melhorar o conteúdo do curso, imprimir um ritmo mais ágil à aula e até mesmo melhorar meu desempenho como professor.

Em um primeiro momento, senti um baque. Nos dias seguintes, cheguei a questionar se eu deveria mesmo continuar dando cursos. O resultado da pesquisa havia me deixado muito inseguro. Mas decidi reagir de forma positiva àquela situação. Encarei os resultados negativos da pesquisa como uma crítica construtiva e como uma oportunidade de melhorar o meu serviço. Realizei várias mudanças para o curso seguinte. Deu certo: na primeira turma após as mexidas que fiz, o resultado já foi muito melhor. Hoje, meus cursos são aprovados por mais de 90% dos alunos. Cheguei a esse excelente nível de aprovação porque escutei o meu cliente.

Se você não costuma realizar pesquisas de satisfação com o seu cliente, comece a fazer. Se a experiência com o produto/serviço foi boa ou ótima, a pesquisa de satisfação vai apontar por que sua marca acertou e ainda vai dar pistas de como ela pode entregar uma experiência ainda melhor para o seu cliente. Se a experiência com o produto/serviço foi ruim, péssima ou “mais ou menos”, ou seja, se a experiência desagradou ou simplesmente não encantou o cliente, a pesquisa de satisfação vai revelar por que sua marca errou e possivelmente indicar o caminho de como poderá melhorar a experiência que você entrega.

Não sabe por onde começar? Não sabe como fazer uma pesquisa de satisfação? Se a sua empresa não tem profissionais qualificados para esse trabalho ou não tem condições de contratar um prestador de serviço, há vários bons livros no mercado que podem te ajudar. Eu vou indicar pelo menos um deles: Pesquisa de Marketing, de Naresh Malhotra (Editora Bookman). Você encontra em qualquer livraria virtual, como Saraiva ou Amazon.

Seja como for que você vá começar esse trabalho, esteja certo de que uma pesquisa de satisfação é ótima para a marca e ótima para o cliente. Ela serve sobretudo para aprimorar a experiência da marca com o consumidor. Para qualquer empresa, é fundamental saber onde errou, onde acertou ou pelo menos de que forma pode oferecer uma experiência ainda melhor para o seu cliente.

Você não tem o hábito de fazer pesquisas de satisfação com o seu cliente? Por quê? Deixe sua opinião sobre esse assunto aí nos comentários!

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