PKF Texas – Entrepreneur’s Playbook®:Client Satisfaction Check-In

by | Oct 9, 2009 | PKF Texas - The Entrepreneur's Playbook®

Note: Running Fridays in FromGregsHead.comis a continuing series of tips brought to you by Greg Price. These run Saturday mornings during the BusinessMaker’s Radio Show on KPRC 950AM. Audio files can be found on the PKF Texas – Entrepreneur’s Playbook® page of the PKF Texas website.

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 & 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.

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