Feedback – good or bad all businesses need to be aware of what’s going on in the minds of their clients. I let my clients know upfront at the beginning of our relationship that I will be asking at the end of our first project together to complete my Client Survey, and again periodically during our working relationship. Most of them happily do so.
One thing that I came across on the internet today though was that we should NOT ask for or at least NOT require the contact information. I never thought about this before. So, I’ve revised my Client Survey to make it optional. The reason behind this is not everyone is comfortable with giving bad feedback, and let’s face it while it might not be much fun to receive it we need to know what is going on in the minds of our clients.
If I have a client that is unhappy I want to know about it. There is absolutely no way on God’s green earth I can rectify a situation if I don’t even know it exists. The fact is NONE of us are perfect. We are going to make mistakes. The key is “owning” our mistakes and “fixing” them if at all possible.
Now not all clients are going to come straight to us because they are just not comfortable with confrontation. Which is why we provide a means for them to give us their feedback anonymously. At least we will know there was an issue and can do what’s necessary to make sure we don’t repeat the same mistake in the future.
Another suggestion I have for getting client feedback is to frequently ask for it. Once you completed a project or a milestone simply ask the client, “Was there anything I could do to improve your experience with us?” or something along those lines. I always follow-up on projects and make sure that everything is okay. If there are any changes or such that need to be dealt with, and sometimes there are but the client didn’t tell me until I followed up with them. Why? Sometimes people just get busy, and didn’t have time to do it or they simply forgot. Sometimes people are just really bad at follow through.
It is your responsibility as the service or product provider to follow up with your clients or customers to find out what’s going on in their minds.
Are you getting feedback from your clients? What means are you using to collect your feedback? Let us know in the comments below.