This means that even if you mess something up, as long as you support your clients by responding well to their complaints and fixing the issues outright, it can strengthen their faith in your agency when they see that you’re willing to do right by them. The reality is that the more you allow your clients to feel safe providing feedback on their experience working with you, the more they will feel supported by you and able to share with you what they’re feeling.Īccording to recent statistics from Salesforce, 78% of your clients will forgive you for making a mistake if they receive excellent service and you can even expect 83% of your customers to feel more loyal toward your brand when you listen to and resolve their grievances. Then you can take the appropriate action to either resolve what is wrong or avoid that same issue from happening again. Keep in mind you don’t need to respond to every bit of feedback you receive, but it is important to listen, ask good questions, and get clarity. If you don’t respond well, it will discourage them from sharing feedback in the future, and could result in a more dramatic or negative outcome from the conversation.” This is often seen as a testament to your commitment to the relationship and to improving of the work that you’re doing together. “When you respond well to your client’s feedback, it shows your professionalism and that you care about them. IMPACT’s director of Certified Coaching Program, Dia Vavruska, explains: Still, when you do receive feedback, if you’re able to listen to and deeply consider what your clients have to say - and then be compassionate in your response - it will encourage your clients to give you more feedback down the line and take you both one step closer toward building a stronger and more valuable relationship. Not all of your clients are going to feel comfortable giving honest feedback. Why it’s important to respond constructively to client feedback
With this information, you will know exactly how to handle each situation so you can build trust with your clients, making them feel comfortable working with you and recommending your services to others.
How to obtain feedback from your clients so you can keep on top of your progress.How to respond to three different types of feedback you might receive.Why it’s important to respond constructively to client feedback.In this article, we share ways to properly respond to your clients when they have feedback for you, including: While not everyone is comfortable giving and receiving feedback, it’s always an opportunity to learn more about how to make your agency even better. It also helps us continuously replicate a good experience for other clients.
Receiving feedback from our clients is helpful because it allows us to improve our services in areas where we might not have otherwise known we were falling short. Here at IMPACT, one of our core values is “feedback is a gift,” and it’s something we strive to give and receive freely. This is not only true for building the strength of your client-agency relationships, but also for the growth of your business. Though it isn’t always easy receiving client feedback, especially when they’ve had a negative experience, how you respond matters.