Treat any vague response as an early warning signal. Remember, many unsatisfied customers would rather flee than fight. Complaining takes time and complaints are often ignored, so customers think, “Why bother?”
Customers often hide their unhappiness by responding to a salesperson’s questions in a nonspecific way. You’ve probably done the same thing in other circumstances. Suppose you dine out at an expensive restaurant, but receive poor service. After your meal, your server asks you, “How was everything?” If you choose to avoid the hassle of complaining, you’ll reply with a nonspecific “fine.” Only by asking more questions and seeking specific answers might the server learn the real story — the salads arrived too late, the vegetables were overcooked, and the meat was tough.
To discover what your customers truly think of your solution, seek specific answers to your questions.
