When people don’t respond

10Mar08

If you ask a customer a question and they refuse to answer, it probably means something. Here are a few possible explanations:

1.) You haven’t earned the right to an answer, e.g. you’re asking them to fill out a 50 question survey when you routinely ignore their tech support requests.

2.) They feel nothing good will come from answering honestly, e.g. your company has a history of ignoring constructive criticism and never makes any changes to fix the underlying problem.

3.) They’re afraid to give you bad news, e.g. they don’t want the upgrade you offered or they plan on cancelling their account, but don’t want to tell you yet.

So if clients routinely ignore your inquiries, perhaps that piece of data is more useful than what you asked for in the first place.



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