Every business, regardless of industry or size, strives to do its very best to be successful. For agencies working with clients, it can be a challenge to please all of the various contacts – each with their own needs, preferences and KPIs.
Luckily, each of those clients has the knowledge to help you accurately meet their needs. All you have to do is ask.
But that’s easier said than done. While we inherently recognize that asking for feedback is the simplest way to get valuable input and make changes, it also makes us vulnerable to criticism. But it’s that feedback that really opens the door for us to improve in ways that make a significant difference to the client.
- How satisfied are you with the results?
- How would you rate our services?
- In what areas did we meet or exceed your expectations?
- In which areas can we improve?
- Would you recommend us to others?
- Are our current goals still meeting your needs, or do we need to adjust them?
- Is there any type of project or challenge, within our area of expertise, which you might not consider us for?
- Would you like us to be more proactive in any way?
- If you could give our agency just one piece of advice, what would it be?
- Is there anything we can learn from other agencies you know or have worked with?
Now that you know what questions to ask, consider how you may ask them. Seeking this input will show your clients that you are consciously looking to improve – and therefore aiming to be more successful for them as well – so there’s no shame in taking a few minutes to ask!
Asking for feedback every time you speak with your clients is probably overkill. Instead, try implementing a client survey and issuing it regularly. Or you could set a quarterly meeting with key executives from your office to speak directly with the client to ask a few of these questions.
Getting face time with C-level within your organization further proves to your clients that they are a priority to you. At the very least, make an effort to ask a couple of questions from the above list periodically during client calls.
It’s not enough to just seek feedback, you have to really listen to the client’s responses and be willing to implement change. Remember, the client is always right! Their input can serve as a step-by-step guide fortifying your relationship and retaining their business.
Do your clients have questions about content promotion and distribution? Download our Content Promotion and Distribution Cheat Sheet.
Image credit: Jared Cherup