As a business owner do you actively ask for feedback or find the whole process burdensome?
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Since I get the bulk of my work from referrals and word of mouth I find that feedback is a critical part of my business model. At the completion of a contract I always ask my clients to complete a short survey regarding their satisfaction and ask if they would be willing to refer me to colleagues with similar concerns/issues and if not, why. I have been able to maintain a very high percentage of repeat business this way and a group of clients that I know I can refer new clients to for references if I need to in the future.
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Well said Linda. I started to reply then read your response and believe you have covered the topic quite well. My only add is on longer projects I have asked for feedback in the middle somewhere. This way if the "process" is concerning to the client I can assure them the "process" is the value add which delivers the quality result.
Thanks Ray and Linda! I completely agree Ray that asking for feedback before a project is complete can be an excellent way to ensure your clients leave satisfied. So often we only ask for feedback after a project. Linda I am curious if you find people are less likely to answer a multiple questionnaire? It seems lots of clients get bombarded with surveys and long questionnaires. My company has developed a feedback loop that enables businesses to check in mid-way through a project and only does a 2 question survey. Although not in depth people tend to speak directly about what they liked or disliked. Appreciate the input!