Client Feedback Tool
  • How Companies Use Behavioral Economics to Engage Clients and Employees

    Posted on November 28th, 2012 Ryan Suydam No comments


    By Barbara Shuck, FSMPS, CPSM

    Customer engagement, behavioral economics and maximizing business results are top of mind in most business owners’ minds these days.

    How can I retain my clients and ensure my employees are fully engaged with delivering the most effective products and services for company stability?

    How can I tap into my clients’ minds to better understand how they make decisions?

    How can I help my employees understand their roles in maintaining satisfied clients and improving transactional experiences?

    A recent interview with Ed O’Boyle, Global Practice Leader at Gallup, explains how behavior economics applies to company performance. The full article, “The Impact of Human Emotions,” can be viewed at http://businessjournal.gallup.com/content/158450/business-impact-human-emotions.aspx?ref=more

    “Great organizations understand that the only way they can maximize customer output, customer engagement, and subsequent business results is to maximize their employee output and get people aligned with the brand promise,” says O’Boyle.

    “In organizations where neither employees nor customers are engaged, nothing good happens,” he said. “Our data suggests that when organizations engage their customers and their employees, they experience a 240% boosts in performance-related business outcomes compared with an organization with neither engaged employees nor engaged customers.”

    Gaining feedback from clients, employees and associated business partners is a critical first step in understanding how to improve points of engagement. The most effective feedback tools tap into quantitative and qualitative data that helps companies analyze trends as well as learn specific client pains and pleasures.

    Asking the question is just the first step toward finding answers that will transform how a company can learn to measure client emotions and employee responsiveness that will lead toward successful results.

    And using feedback data substantiates what behavioral economists are discovering, according to O’Boyle. “Organizations in every industry and sector – public and private—can attempt to manage those emotional connections to maximize performance,” says O’Boyle.

    O’Boyle’s comments provide a new perspective about how emotions play an important role in determining business outcomes. His description of the four outcomes of HumanSigma has great potential for firm leaders who value client feedback. When we measure client engagement, we’re taking important steps toward the long-term sustainability of our firms. Now that’s an exciting topic to fill our minds!


    Our guest blogger is Barbara Shuck, FSMPS, CPSM, Chief Marketing Officer at Emc2 Group Architects Planners, PC, in Mesa, Arizona. She is Secretary/Treasurer on the National Board of the Society for Marketing Professional Services (SMPS). SMPS connects businesses, professionals and organizations in the built environment through the Society’s role as the industry’s primary source for marketing and business development expertise. She can be reached at 480.830.3838, or bshuck@emc2architects.com.

  • An Attitude of Gratitude

    Posted on November 19th, 2012 Ryan Suydam No comments
    An Attitude of Gratitude

    As the year winds down and we prepare to spend time with family and friends, our thoughts often turn to all the good things that have happened and the people who have helped make them successful.

    Our most fundamental human need is for meaning.  We want to know that what we do makes a difference.  But how do we know whether we are making a difference?  There are many ways we can be rewarded, but ultimately we are social beings.  Getting verbal recognition from another that our actions are truly appreciated makes us feel needed and valued.

    Telling your clients that you value their business, and asking how to serve them better, lets them know that you care.  Most marketing resources are focused on acquiring new customers.  Much less is focused on retention marketing, keeping the clients you already have.  Often an order of magnitude less.  And yet existing clients are 5 times more valuable than new ones!  Clients will typically pay about 18% more to get superior customer service.  If you can find out what your clients really need, they will become loyal promoters of your business.

    Employees and coworkers are motivated by several factors, but one that is often overlooked is the need for appreciation.  The number one reason for staff turnover is because people don’t feel that their efforts are appreciated.  Receiving verbal recognition from clients, coworkers and management increases morale and productivity tremendously.

    Our Client Feedback Tool can help you integrate gratitude into your business relationships on all levels on a regular basis.  The majority of feedback collected using our system is positive, which is highly motivating.  The suggestions for improvement are typically specific and actionable, which helps to improve your service to your clients.

    Show the people you work with some appreciation today.  Yes, right now.  Do it often.  And be specific.  It will transform your relationships.

  • Collecting Client Feedback with A&E Engineering

    Posted on November 14th, 2012 Ryan Suydam No comments

    A&E Engineering, headquartered in Greer, SC, is a growing engineering firm specializing in industrial automation and information consulting services. Their commitment to doing things right led them to incorporate our ClientFeedbackTool into their processes.

    In a recent internal newsletter, Pamela Graham, Quality Manager of A&E Engineering, detailed their use of the ClientFeedbackTool. She included their process map, a screen shot of how the slider works to input scores on a survey and a summary of their survey results.

    Graham pointed out that this summary showed a low score in the category of helpfulness:

    Our surveys offer the respondent the chance not just to rank the firm’s work compared to their expectations with a score, but to include comments, and A&E Engineering shared some of those comments:

    “Great job ‘fixing’ issues that came up during the project. Both D. and A. were great at finding solutions to unique problems.”

    “B. and team did an exceptional job. I had another vendor perform some similar hardware cabinet work and will not use them anymore since A&E did the work so much better, faster and cheaper.”

    “Response time to questions and concerns was phenomenal.”

    The results of these surveys are reviewed monthly in Management Meetings providing the managers an opportunity to discuss strengths and areas for improvement. Although A & E Engineering has several different metrics for determining overall customer satisfaction, the tool has become  an integral part of their client feedback process.

    For more information on A&E Engineering please visit their website. Visit www.designfacilitator.com or contact us at answers@designfacilitator.com or 866-433-7322 to learn more about how your firm could incorporate the ClientFeedbackTool into your processes to improve client service.

  • ClientFeedbackTool sponsors ROG+ Growth & Ownership Conference

    Posted on November 7th, 2012 Ryan Suydam No comments

    DesignFacilitator’s Client Feedback Tool is a proud sponsor for the Rusk O’Brien Gido+Partners Growth & Ownership Strategies Conference in Naples, Florida, November 7 – 9, 2012.


    This annual conference gathers together leaders of successful engineering, environmental consulting and architecture firms throughout the country with the goal of showcasing the best practices and most effective strategies for achieving growth, improving profitability, and building real and sustainable value.

    Join ClientFeedbackTool for the 2nd Annual ROG+ Grand Slam Fishing Tournament on Friday at Noon at Port-o-Call Marina!

    For more information visit the Rusk O’Brien Gido+Partners Growth & Ownership Strategies Conference website.

  • Think Happy

    Posted on November 2nd, 2012 Ryan Suydam No comments

    A lot of us might think that we need to be more successful in order to be happier, when in fact it’s probably the other way around.

    If we can increase our positive thinking, we can improve our other outcomes as well. I’ve always known the power of positive thinking, but hadn’t made the connection between that and what we do every day to help professional service firms. I was handed a copy of Selling Power magazine that included an article called “Benefits of a Positive Brain” by Kim Wright Wiley. The article suggests that managers can create a happier workplace by increasing praise and recognition.  Shawn Achor, author of The Happiness Advantage: The Seven Principles of Positive Psychology that Fuel Success and Performance at Work indicates that praising one person a day for a month can increase productivity 31%.

    In order to praise an employee, firm leaders have to recognize opportunities to provide the recognition. Busy leaders may not see all the great things their employees are doing or may not be in the right mind set to catch it. If you are a firm leader looking for simple but impactful ways to praise your staff, using feedback from actual clients can offer that simple step.

    Collecting feedback from the clients of a professional service firm offers employees direct praise from their clients, and gives firm leaders specifics to point to in order to offer praise. This positivity can spread into a happier workplace and happier workers. All this comes with an extra bonus – happier clients . . . and happier clients lead to the success you’re after.