Would you like to operate better than your competition, take steps to ensure your clients are happy throughout a project and generate more referrals for your firm? Of course you would.
However, research indicates the overwhelming majority of professional services firms (architects, engineers, lawyers, etc.) do not solicit feedback from their clients. If your firm has a comprehensive strategy for gathering client feedback, then you already know the impact it can have to your relationships and your bottom line.
It’s no surprise that when clients feel that their voice is valued and is being heard, it builds a stronger relationship. If the feedback is negative, you’ve got an opportunity to address their concerns and show them that you’re committed to finding a resolution. Feedback at the right time can actually save a job from going south.
Conversely, when you receive positive feedback, you’ve got an opportunity to turn those clients into your advocates. Happy clients will share their experience with people in the industry. They will even be willing to talk directly to someone who is considering working on a project with your firm.
So, why do so many firms not collect client feedback? More importantly, how can your firm develop a system that can track clients and help fine tune processes that will increase profitability?
Axium recently offered a free, two part webinar that will take you through a 10 step feedback system and show firm leaders how client feedback will:
· Increase project profitability
· Reduce mistakes and project liability
· Boost client satisfaction and marketing effectiveness
· Increase staff satisfaction and accountability
· Improve staff training and assignments