I was reading some online reviews for a business support programme that I was interested in. The programme offered by a well-known business person who has a very slick operation. A complaint was raised that whilst there was a myriad of positive reviews, it was difficult to find any that were not so great. What for them was lacking was balance.
My husband has a thing about looking at the 3 out of 5-star reviews rather than those above or below. He feels that they give the greatest balance.
Back to the programme: It seems, that whilst this online programme works for some people there were a whole bunch of people who found it wanting. Some of the issues are:
- The content is old and has not been updated in over a decade
- It’s not personable enough
- More effort was put into the marketing rather than the programme
- There is no real opportunity to discuss if you are unhappy or have concerns about the programme.
This really got me thinking about programmes that we offer as business owners. How are we ensuring that what we offer is relevant or current, providing value to the customer? Are we willing to accept the negative feedback, as well as the good?
If you have an online or offline programme that you offer, now is a good time to review it. Take some time out and check out the following.
- Check if the materials you provide are still up to date; technology, marketing and business have moved on somewhat, so is what you are offering useful in today’s fast moving market
- Check and see if your clients have a resource where they can ask you questions on areas that they don’t understand. When clients pay money out up front and can’t get answers it feels inauthentic.
- Check if you are offering value through the information that you provide and they way that you provide it. We access information in many different ways these days; video, audio and the written word need to be combined and included
- Check that you are offering what your marketing and promotion materials say that you are offering. There is nothing worse than over promising and under delivering, no one wants to feel that they spend money for old rope.
- Check in with your customers to see if what you are offer is hitting what they want. Whilst some customers may not be right for you, ensure those who are, get what they want and need from you.
- Check in with your customers and ask for feedback, whilst this can be hard to swallow, it’s a great way of finding out what you are doing well and what you need to improve.
If you keep these things in mind and check in with your programmes on a regular basis then it won’t steer you wrong.