What’s the easiest way to identify problems early? Ask! Ask early & ask often.
While at Rex Moore, Rod Weckworth asked for feedback soon after a project got started. In the beginning he focused on how the paperwork process went, how they were doing so far, etc. The client feels involved with your company and it’s decision making process. And if there was a problem, it was caught early and fixed before it escalated into a serious relationship-killer.
CALL TO ACTION
- How soon can you ask your client for feedback? Look at your project cycle and identify logical places to ask whether things are going as the clients expected it.
- Systematize feedback gathering. Make it part of the official procedures so it’s done consistently. There various ways to ask. Here are a few ways you can use:
- Phone call
- Email survey via ListenUp component of ConstantContant
- Fax
- Snail Mail
- For non-client relationships, routinely asking if everything is okay could quickly get annoying. So instead of asking, you should consider being tuned in to changes in behavior and language. These can usually clue you in when things are not going right.