80% of firms believe they provide a great client experience. Only 8% of clients believe the experience is great.
In last week’s PSM podcast David Lecours (from whom the title this post is taken) and Josh Miles have a great chat about the issue of ‘Client Feedback’.
It’s a brilliant 28 minute chat – with loads of insight and tips and my 5 big take-outs were (in no particular order):
- does your firm include client feedback interviews/sessions as part of its engagement letters? – if not, how serious is your firm about this?
- clients who rate you between 2 and 3 (out of 5) are the ones you need to speak to the most because they’re the ones who will give you the most honest feedback.
- never forget to ask the interviewee: what service do you wish we could offer you that we’re not currently offering you?’, and
- what didn’t I ask you today that you’ve been dying for me to ask you?
So that’s 4, where’s number 5?
This comment by Josh Miles:
“even if a client is not having the best experience, just the fact that they have been asked at this point sometimes the flattery or the thought of that makes them develop a little more affinity towards the firm just by virtue of having been identified as someone that their feedback matters.”
Go over and spend 28 minutes of your life listening to a great chat on the most important part of our business – our clients!
As always though, interested in your thoughts/views/feedback.