Requesting client feedback

Requesting client feedback

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I am thinking about requesting client feeback on a regular basis. This would ensure clients remain loyal and highlight any areas they have concerns so I can make the changes.

I would be grateful for any views on how do go about doing this and how often I should request feedback.

If there is anyone who does this, please share your experience.

Thanks

Replies (11)

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By cymraeg_draig
30th Oct 2010 09:40

Dont

"I am thinking about requesting client feeback on a regular basis. This would ensure clients remain loyal and highlight any areas they have concerns so I can make the changes."

 

Actually, it's more likely to annoy the hell out of them. They want to be running their business, not yours. Get feedback informally when you chat to them by all means, but "formalising" it will simply make them wonder why you want it.

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By Richard Willis
30th Oct 2010 10:23

Every day

that they stay with you and don't complain is feedback, surely.

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FT
By FirstTab
30th Oct 2010 11:12

How about online surveys

I am thinking about using something like this http://www.questionpro.com/

I think there may be some merit in doing this, on the basis client only identify themselves if they want to.

This would be in addition to the informal process. I was thinking about this being a yearly cycle with a prize draw for those who completed the survey.

I would appreciate  more comments.

Thanks

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By thomas34
30th Oct 2010 11:57

Great Idea

As suggested you could give a cycle away every year to the winner.

 

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By Moonbeam
30th Oct 2010 13:28

Client Feedback -don't push your luck

I agree with CD that most clients don't want us breathing down their necks except for information to get their accounts/tax returns completed. For some I have to keep my emails short in order not to drive them mad.

The majority of people I work for are doing 99 things a day and 5 peoples' jobs including their own so any communication is a pain for them unless they are clear it's in their own interest.

If you want feedback as a way of measuring how valuable clients feel you are there are lots of other ways of doing this.

Last week 2 clients told me how grateful they were that they could get in touch with me quickly and that I answered their questions promptly. Another client (of many years) often recommends me to his other business friends and tells his secretary how pleased he is with my services.

You've previously mentioned a client that complained unreasonably. I've had that sort of feedback and said goodbye to the client.

Most of the time no-one complains and no-one gives me compliments. I get the feeling that most are happy. If they are really unhappy, I hope they let me know. But I hope I would understand my service had let them down before this and apologise to them before they had a chance to complain.

If you are looking for testimonials for mail-shots and websites, I have asked for these before and got them, but personally I don't give them any credence at all when reading those of businesses I don't know. I therefore won't show testimonials in future, but that's just my way of looking at things.

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Teignmouth
By Paul Scholes
30th Oct 2010 15:13

Ditto

At one time (in the early 90s) it was a novel idea but now, regular unprompted requests for feedback and NPSs (Net Promoter Scores) are annoying and unweildy, mainly because they are unlikey to hit when the person is in the mood to go into your analysis.  I regularly get these when I approach support services and very rarely complete them (prize or no prize), eventually, after the 5th time of asking me that year, I do bother to give them feedback; "if you don't stop asking me the same questions 5 times a year, I'll find someone who doesn't"

Most years when I complete the main compliance work for clients I make it a point to thank them for their efforts to get us the info on time and in a good state or suggestions for ways they could improve things.  I also ask if there's anything they didn't understand or where we could help them more.  This is done in a very informal way and quite often as a PS and, if nothing else, at least we give them the chance to say if things haven't gone well. 

I suggest this is a far better way to get their opinion, coming as it does when the main work is still fresh and you are approaching them anyway. Also, it takes only a minute to do whereas having to generate these for all clients several times a year is more time consuming.

 

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By Bob Harper
30th Oct 2010 21:50

Just ask

You are looking to create systems so how about asking clients their preference on giving you feedback when you take them on? Some people don't like to be bothered but most will be happy (and impressed).

At the very least pop a survey form in the post or a quick email on the completion of every project.

A survey is an opportunity to capture a testimonial which can lead to a Case Study which will form part of your social proof. Here is a little more about that click here and positive feedback should trigger a request for a referral. 

Bob Harper

Portfolio Marketing for Accountants

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By cymraeg_draig
30th Oct 2010 22:44

Prediction

For every one that is happy to fill in a survey or provide feedback, there will be two who not only cant be bothered, but will move accountants because they dont like being bothered.

What is the actual value of custoner satisfaction surveys?  No one actually believes testimonials in advertising material - we all know that a company will only print the good ones, and for every good one there could be ten bad ones, so they actually prove nothing.  As for feed back for your own use - if clients stay, dont complain, pay their bills on time, and reccomend their friends, then you know you're doing something right.  Feeling the need to have clints confirm it to you seems to me to hint at insecurity in your own ability.

 

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By geoffmw
30th Oct 2010 23:57

I agree

I only ever answer surveys if I have a complaint, often anonymously.

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By User deleted
31st Oct 2010 10:05

Client feedback is not a luxury

It is so important all businesses get client feedback. It ensures clients remain loyal and allow a practice to make changes.

One of the downsides of face to face feedback is a client may feel uncomfortable with giving negative feedback. This is the one we really want to find out about.

I get a feedback request from many companies. It takes just 5 mins to complete. I am so glad that they are asking for feedback it gives me a clear message that this company is serious about meeting customer needs. Where they fail to act on feedback that is a different matter.

Accountants in my locality please carry   on the  way you are, it just increases my chances to take over your client(s).

Despite client fatigue on this area. I think if handled correctly customer feedback is vital.

 

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By Bob Harper
31st Oct 2010 10:51

Opportunities

@MaxHeadroom - 100% agreed. The attitude of the majority is your opportunity.

As well as surveying your clients, have you considered surveying your competitors? Write to them and say you want to compare your performance against other firms and get some views from outside.

I recommend publishing the results (good and bad) as well as the actions you propose to take and get feedback about these as well. Your clients and prospects have all the answers and will appreciate being involved in the development of the solution.

Remember, surveys are a great way to spot “fans” who will spread the word for you, think about inviting them to join your client advisory board.

Bob Harper

Portfolio Marketing

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