Reviewing Challenges & Asking for Client Feedback

Okay, so you’ve got your goals, objectives and target audience. You’ve implemented the project to the best of your ability, launched and now it’s over, right?

Not right. As a consultant and clients relations manager, it’s a large part of my job to not only make sure web projects are completed on time and on budget, but to ensure that the client is actually happy with the process, implementation and of course, the final product. Why you ask? Because, we all know that a happy client often becomes a repeat customer and referral networks are a proven success to getting more business.

In our fast-paced corporate world of multiple clients, projects and deadlines, it’s easy to finish one project and then race off to start the next, never looking back. But, is this how you improve your process, end product and client base?

After completing any project it’s important think about what major challenges were faced in that project and how you can improve on these challenges in the future. In addition to reviewing these challenges, getting client feedback is key.

Getting client feedback can be a daunting task. It can be an awkward conversation and it’s never easy to hear if there is negative feedback involved. So, when asking for client feedback try to ask the questions in an informal manner or consider preparing an anonymous survey.

Remember, that simple questions are best and can be as straight forward as:

• How would you rate our customer service? (provide a rating scale)
• How would you rate our final product? (provide a rating scale)
• Would you recommend us to others?
• In what stages of the process did we meet or exceed your expectations (if any)?
• In general, how can we improve?

Although, it’s never easy to hear negative feedback, take this feedback as constructive criticism and use this to improve, improve and improve some more! “Rome wasn’t built in a day” and I’m assuming your business, product or service wasn’t either. So review your challenges, ask for client feedback and take all new projects to the next level.