Client Feedback is one of the best ways a company can understand if it is headed in the right direction. Many times, people provide feedback both positive and negative. Obviously, it is always great to receive positive feedback, but negative feedback can also be quite helpful.
If a long-term client is upset and raises an issue, the corresponding company should recognize the complaint and address the issue. Acknowledgement is the key. If a company simply ignores this type of complaint, it may send an unintended message that the company does not care about this particular client. Addressing the concern is the key.
Client feedback can also be helpful through the use of surveys. If you provide clients the opportunity to express their ideas for improvement, you now have some ideas for discussion. This information can help drive your business for the future.
Client feedback does not have to be this formal. One of the best ways we solicit feedback is by answering client questions and ask the client again and again if our answers are addressing their needs. By taking time to answer client questions, on the phone or through email, a company shows it cares about clients’ needs and are listening to their wants, needs and concerns.
It is a very rewarding process and a great way to gather data to meet future company needs.