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How to obtain and implement real (and useful) client feedback
 
The idea of seeking out regular, reliable and candid feedback from clients is simultaneously exciting and terrifying. It feels great to get the “attaboys” and the glowing testimonials when things go well, but what kind of feedback do you want or get when you screw up? How often do you actively seek your clients’ opinions about what you do well and what you do poorly? More importantly, what do you do with those opinions when they’re given?
 
This thought-provoking session will show you some very real methods of obtaining honest feedback from your clients and give you some suggestions about what to do once you know their opinions.
 
You’ll learn to:
  • Seek out and receive regular and meaningful feedback from clients using a variety of effective and client-friendly techniques.
  • Integrate that client feedback into your continuous improvement process.
  • Significantly differentiate your firm from your competition by letting clients know that you intend to act on their suggestions.
 
Virtually every AEC firm tells their clients that they will ‘exceed your expectations.’ Yet very few use any form of consistent and reliable client feedback. Conversely, most clients leave and seek out another firm because of what they perceive as poor communications. This program can help seek that feedback and stop those losses.