Businesses often put up suggestion boxes for employees or customers in hopes of getting feedback on how to improve service. Some businesses get great results while others end up with empty boxes time and again. How can you ensure your business gets plenty of positive feedback in its suggestion boxes?
Location is important
If you want employees to take a suggestion box seriously, put it in a low-key area like the break or locker room where they won’t feel intimidated, rather than right outside their supervisor’s door. For customers, place suggestion boxes wherever they will be paying or have time to pause. Many restaurants leave suggestion cards and small boxes on each table so guests can fill them out while waiting for their order or bill.
Provide pen and paper
You’ll get more suggestions if you make it easy and convenient. If you have pre-printed cards for customers to fill-out, you’ll get even more feedback. Asking a few questions about the service or ways to improve make it easy for customers to give feedback, and is much less intimidating than an empty card with room for an essay.
Be specific about what you want
This is particularly important when you want employees to make suggestions. Post signs above suggestion boxes indicating what kinds of suggestions your company is looking for. The more direction and inspiration you give people, the more inclined they will be to take the time, knowing they are on the right track. Do you want cost-cutting suggestions? Practical solutions for time management? Sales incentive suggestions? Ask.
Offer customers an incentive
Pre-printed customer suggestion cards should have a space for customers to print their name and street or email address. Mention if they fill out the card completely you will send them a discount coupon to thank them for their input.
Acknowledge every employee suggestion
It can be quite discouraging to make suggestions that are repeatedly ignored by management. Be sure your company empties its suggestion boxes frequently, and considers each suggestion carefully. You can’t implement every one, but you can acknowledge them all. If the person signed his or her suggestion, send that person a thank you note. If the suggestion is anonymous, acknowledge it in the next customer newsletter or company meeting.
When customers and employees know the feedback they put in suggestion boxes is being considered, they will feel appreciated and more likely to contribute in the future. It’s a simple, effective way to increase morale and improve customer relations.
