When Did You Last Ask For Feedback?
I am a great believer in asking my clients for feedback on my services that they have used. I use the feedback to check which forms of advertising are working, I use it to understand my clients issues that led them to me in the first place and I use it to qualify things like level of service, perceived value and whether or not they would think about using my services again. All crucial indicators to say whether or not I am doing a good enough job.
It has come to light this month how ever that one of my biggest clients or biggest source of referrals is not happy with something I am doing, the issue is easily changed but what really concerned me was that I never actually asked this company for any feedback … ever. The reason for this was that this company regularly referred business to me, as a result of that I would get feedback from the people they referred which ultimately were the end user of my products.
Should I have been getting the feedback of this company? Yes, because I was sending priced solutions through to this company for them to apply for funding on behalf of their clients. Never did I think to ask whether or not my service to them was adequate, did my quoted solution help or hinder them in getting funding for their clients. Because I did not ask, I very nearly lost a job for no other reason than I needed to add a little more detail in my process descriptions!!
How many of you could put yourself in these shoes? How many of you don’t even ask the users of your product or service for feedback? If you don’t know what your clients are thinking how can you possibly expect to continue to do business with them in the medium to long term?
Learn from my mistake, if you are not already getting feedback from your clients, start now!!
