Asking For and Getting Feedback From Clients
You can get immediate feedback from clients by simply asking them. Whether you’re meeting them in person or talking with them on the phone, you can ask how happy they are with their experience. Don’t assume you have to wait until the end of a representation to ask for and receive feedback. If you ask early and often—for example, how was the onboarding process—you’ll have more chances to fix problems as they arise. If you want until the end, there is not much you can do except apologize.
You should also consider asking clients to leave reviews on Google, Yelp, or Avvo, for example. You can also gather testimonials and use them in success stories or on your site and other marketing materials.
If you’re worried people won’t be transparent, you can always implement a standardized process for gathering feedback from clients, then find ways to incorporate this feedback into your client experience journey. An easy way to get feedback is through surveys or online questionnaires.
Depending on whether they were just visitors to your website or current clients, you could ask them: