If you are not providing the opportunity for every client to review your service at all times, you are missing a huge opportunity. This doesn’t mean that you should send surveys to each client after each appointment, but it does mean that whether they are a daily client, or one that you see only occasionally, they should see in your communications and at your office the easily accessible methodology to provide feedback.
For happy clients, many will want to recognize exemplary care provided by a member of your team. This feedback in extremely valuable in helping you to build team morale and to put team focus upon the customer.
For clients who experienced something less than satisfying, providing easy feedback opportunities will allow you to learn of the challenges they experienced, and to fix them immediately. Unhappy clients who become happy quickly become some of your most loyal clients and advocates. Don’t miss this opportunity. In addition, most customers who experience a challenge with a service will simply go away quietly, and you won’t even know what happened. They will simply select a different service next time they need one.
Make it easy to provide feedback. Provide post cards for feedback at the point of sale or with each invoice. Include a link in all electronic communications that will make it easy for clients who want to give feedback to do so, without annoying them with a separate “give me feedback” email. Establish a customer-centered culture with your team by making it easy and obvious that their input is important to you.
