5 Tips for Client Feedback: How to Find Out Whether What You Are Doing Is Working
How do you find out if what you are doing in your Small Business is working? Ask. Ask your clients. Ask your ex-clients. Get them to ask their teams and their families. If you don’t ask, you won’t know.
This might seem simple and essential, but it is surprising how many people really don’t know what their clients think of their service.
At a recent website creation session by Melissa Robson of Divine Create Agency, she made a point that resonated: she said that most of her clients are just scared to ask their clients for feedback. They fear that it won’t be good. But as she says, whatever the feedback, it is useful. It if isn’t good, you will know what you need to improve (knowledge is power). You might also find out that there isn’t a good fit with that particular client, and then you will be able to act on the knowledge.
Basically the more information you have, the more effective you can be in serving the needs of your clients.
One of my clients is a strong success story. We started our coaching relationship when she was struggling to juggle responsibilities in her business with time to parent her small child. She was overwhelmed. In the beginning, she wasn’t sure that I could help her. But along the way by thoroughly engaging in the coaching experience, she increased her income significantly, contracted people to work with her, and created a balance in her life.
She freed time to live her life, to go for walks, to stay healthy. She got the balance right to both parent and work, and now chooses which work she takes on quite carefully. She tamed her Monster Within and absolutely unleashed her Mentor Within.
We catch up now and then. I learn which changes have had traction and why, and what her current needs are. By finding out how things are going, and how she has experienced my services, I can improve the work I am doing with current clients. Her feedback is invaluable.
So if you are going to ask your clients for feedback, here are a few tips to help you do it:
1. Check HOW they want to give you feedback
Some people hate filling out forms. They may prefer to have a coffee or a walk with you or chat with someone they don’t know who can interview them over the phone about their experience of your services
2. Ask for feedback along the way
Don’t wait until they are ex-clients. That way you can ensure that you meet new needs as they arise, or you can refer them to people who can assist with those extra issues.
3. Ask for feedback when the contract or service is complete
You need real facts to act on what improvements you can make. Ensure that the feedback you request has a purpose.
4. Be brave – reconnect and ask for more feedback after three or six months
You might need to let your client know that this will happen. There are opportunities in this – firstly you will know whether you have created long term change and/or long term satisfaction and secondly you might find that your client needs a new service from you. It is best to contact them with an authentic and curious need to know how they are doing rather than just to sell them something.
4. Ask yourself how it went
Your Mentor Within is waiting to guide you through this process. Work out whether you liked working with that client, and why. Notice the feeling you had through the whole engagement and afterward. If this is your ideal client, go and find more of them. If not, notice that too.
We all know that our businesses need to be based on solving our clients’ pain but if you don’t know what their pain is, how can you solve it? Simple, really. Just ask for feedback.
And the bonus? When clients tell you how wonderful your services are, you have great testimonials to let others know what you do. Now go out there and ask.
“The opinions expressed by Smallville Contributors are their own, not those of www.smallville.com.au"
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