The importance of getting feedback
Nov 7, 2017
We all hope we are doing it right and delivering the best service to our customers and clients.
We all hope we are doing it right and delivering the best service to our customers and clients.
But hope isn’t enough! We are all doing business in a hugely competitive world where the customer is King and keeping them happy is everything because without them we wouldn’t have a business!
It is common sense that before we even think about generating new clients or customers we need to ensure that the ones we have are pleased with the service we are delivering. One of the best ways to ensure that we are doing it right is to get truthful feedback from the clients we already have. Feedback is crucial to any business and its bottom line.
We are a general legal practice serving the Aire Valley. We have offices in Skipton, Ilkley, Barnoldswick and Silsden. Next year we will be celebrating 100 years in business! That’s not to say we are old fashioned or stuffy. In fact, quite the opposite. Like all good businesses, we are adapting and changing all of the time.
We like to think we are doing things right and giving the best possible service but what’s high tech today will be old hat tomorrow! Today’s fantastic service to our clients will be tomorrows normal standard service.
We need to move with the rest of the world and embrace change. This means building on our experience and knowledge and adapting to the needs of our clients who also live and do business in this ever-changing world. To do all of this, we need to understand what our clients want and need from us and the only way to get that information is to ask them.
At the end of every transaction we contact our clients to ask them for their help in making sure we deliver the best service possible. We explain that their opinion matters and offers valuable insight in to how we are doing.! We ask them to complete a questionnaire and return it to us. The feedback questionnaire asks searching questions about the performance of the lawyer representing them, how they were treated by our support staff and importantly how what they think we could do better! Clients are invited to grade us from 1 – 5 on each question. We always enclose that all important stamped addressed envelope as we want to make the process as easy as possible for clients.
I would just finish by saying that getting feedback doesn’t make a difference to your bottom line but acting on feedback does, so make sure you regularly review what clients and customers are saying about you.
Good luck!
You can contact Liz at
T: 01943 609969
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