Great Tools for Client Feedback

Source: ConvergenceCoaching, LLC Inspired Ideas

The following includes excerpts from an excellent blog posting by Tamera Loerzel* on client feedback.

If you aren’t proactively asking your clients for feedback, you won’t know how to:

• Help solve their problems.
• Determine if there are any gaps in your level of service.
• Find out if your client is referenceable.
• Identify new service opportunities.

You can conduct a full-blown client survey using an online tool like Zoomerang or Survey Monkey or you can conduct a face-to-face survey to a select sub-set of clients.

Consider the following questions adapted from the article, “Top Ten Client Feedback Questions” and how you can use them to learn more about your clients:

• What was the greatest benefit you derived from the service(s) our firm provided?
• What would you like to see more of when you work with our firm?
• How could I improve my service/how could our team improve our level of service?
• Is there anything you would like to see me or our firm stop doing?
• Is there anything you didn’t get from my or our service that you were looking for?
• Has my staff treated you with care, attention, and courteousness?
• Is there an issue that I have not spent enough time on for you?
• Am I providing all that you need?
• Where have we been less than proactive in addressing your concerns?
• Is our billing clear? Are you getting value for your money?
• What was the greatest benefit you derived from the service(s) our firm provided?

For a sample survey template you can customize and weave in some of the suggested questions above, click here.

A word of caution: if you ask for feedback from your clients, be sure you ….Use it to decide what changes you can make.

To read the complete blog, click here.

From ConvergenceCoaching, LLC Inspired Ideas, “Wow Your Clients—Ask Them for Feedback!” June 24, 2009. http://blog.convergencecoaching.com/. 

*Tamera Loerzel is a partner of ConvergenceCoaching, LLC, a national leadership and marketing consulting firm dedicated to helping CPA and IT firms achieve success by helping them develop and implement leadership, succession, and marketing plans. 952-226-1780.