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When was the last time you asked a client about your performance? How do you know if they are happy with your work? Greg Price offers tips to help you solicit feedback from your clients. (It’s not as easy as it sounds, but it could make or break the relationship!)
Greg: This is Greg Price with PKF Texas' Entrepreneur's Playbook. When was the last time you asked your clients about your performance? Do you have a regular survey process or, a debrief meeting at the end of each project?
The ideal situation would be to have consistent ongoing communications with your clients, so you know exactly where you stand. Be sure you're asking the right questions. Communications consultant Scott Cytron of Cytron and Company suggests that it's easy to ask, "How are we doing?" but the answer is usually along the lines of "Just fine..." This doesn't get you the answers you need to make any necessary adjustments. A better question would be, "How can we serve you more effectively?" It leaves room for the client to truly tell you what, if anything, needs to be changed.
If the feedback is negative, be sure to ask enough probing questions to get to the root of any issues. Though tough to hear, you need to have as much information as possible to rectify or improve the situation. On the flip side, if the feedback is overwhelmingly positive, ask the client if they would be willing to provide a written testimonial, or have their experience profiled for a case study.
As we near the end of the year, now is the time to be having these conversations. Your clients will appreciate you are taking the time to make sure their needs are being met.
To read and comment on the PKF Texas' Entrepreneur's Playbook, visit my blog, fromgregshead.com. PKF Texas – The Fit That's Right!
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