Client Feedback Tool
  • If You Already Know the Answer, Don’t Ask the Question

    Posted on July 27th, 2009 Matt 2 comments

    I’ve already written once about the survey methods of the car dealerships/manufacturers (see Blog Entry “What Did You Expect?“) but I have to bring it up again. To keep from distracting you with my particular choice in a car, let’s just call it a Yugo.If You Already Know, Don't Ask the Question

    This time, the manufacturer sent me an email with a subject line “Please share your thoughts on your new Yugo GV.” This subject shows that the sender knows exactly who I am and what I have purchased. Yet, they proceeded to ask which features I have on the vehicle, what type of vehicle it is, the cost of the vehicle, and how I financed it. They also asked me for the total number of men, women and children in the household. After I selected “1” the survey still asked me to indicate the number of: children under 6, children 6-12, and children 13-17. Didn’t I just answer that?

    My point is not just to rant (though I do enjoy ranting), but to point out that people collecting feedback sometimes ask questions that they already know the answer to. This comes across to clients as though you do not value their time and you don’t care enough to consider the information you already have before asking more questions. Let your clients know that their time and feedback is important to you by asking only relevant, specific questions.  Ideally, their answers will provide valuable new information you can use to improve your service to that very client.  Isn’t that why we ask for feedback in the first place?

  • Axium Webinar featuring Mike Phillips – Client Feedback

    Posted on July 8th, 2009 Matt 2 comments

    On April 9, 2009 Mike Phillips presented industry best practices webinar for Axium entitled Client Feedback: Learn Simple Ways to Enhance Your Firm.  This program illustrated how a design firm can create a simple system to collect and incorporate client feedback. View a preview clip of the presentation below:

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    To view the webinar in its entirety, visit Axium’s Resource Center http://www.axiumae.com/resources/webinars/industry-webinar.aspx?id=61127