Receiving feedback from clients is crucial for the success of any business. Feedback can help you identify areas where you are excelling and areas that need improvement. By actively listening to your client’s feedback and taking appropriate action, you can improve your services and build stronger relationships with your clients.
Here are our top five tips on how to approach feedback from clients:
- Provide multiple channels for feedback
Offering your clients multiple channels to provide feedback increases the chances of receiving feedback from them. Some clients may prefer to provide feedback in person or over the ‘phone, while others may prefer to provide feedback through email or an online Pulse Check survey. By offering multiple channels, you can cater to your client’s preferences and make it easy for them to provide feedback.
- Ask specific questions
When seeking feedback from clients, it is important to ask specific questions that will provide you with actionable insights. Instead of asking generic questions such as “How was your experience?”, ask questions that target specific aspects of your service. For example, “How do you rate our strategic counsel?”, “did you find our pricing reasonable?”, or “Was our delivery on time and within the budget?”. Specific questions will provide you with specific feedback that you can act on.
- Respond promptly
When a client provides feedback, it is essential to respond promptly. Thank them for their feedback and acknowledge their concerns. If there is an issue that needs to be addressed, assure the client that you will take action to resolve it. Responding promptly shows your clients that you value their feedback and are committed to providing excellent service.
- Analyse and act on the feedback
After receiving feedback, take the time to analyse it and identify areas for improvement. Look for patterns in the feedback, such as recurring issues or concerns. Prioritise the areas that need improvement and develop an action plan to address them, including team training where necessary. Sharing the feedback and the action plan with your team can help build a culture of continuous improvement.
- Follow up with clients
Following up with clients after receiving feedback shows that you take their concerns seriously and are committed to providing excellent service. Contact your clients and let them know what action you have taken to address their feedback. This not only shows the client that you value their feedback but that you are really listening which in turn builds trust and loyalty.
In conclusion, seeking feedback from clients and acting on it is essential for the success of any business. By providing multiple channels for feedback, asking specific questions, responding promptly, analysing and acting on the feedback, and following up with clients, you can build stronger relationships with your clients and improve your services. Remember, feedback is a gift, and it is up to us to use it wisely.