Getting Started with a Feedback Initiative

Regardless of how you collect feedback – almost everyone agrees it is important to do so.  Organizing your client feedback efforts into a systematic approach will ensure that you actually get the results you need.

The WickerPark Group, which focuses on client service interviews and client growth programs in the legal industry, authors a great blog, and a recent post highlights some good advice for getting started on a feedback regimen:

The success of client feedback programs requires leadership buy in and top down support. When asking for feedback and opinions from clients, the firm is making a promise that it will respond to the feedback – both good and bad.

Effective feedback doesn’t just happen – like anything else it takes some effort, guided by a purpose, to maximize the potential benefits.  When the impetus for improving client relationships through feedback comes from the top, with support down the command chain, the results can be quick and extraordinary.

Each client requires a different service strategy.

This simple statement captures the entire essence of why feedback is critical.  Every client is a little bit different – and each person you interact with has his or her own set of personal preferences, needs, cares, concerns, and personalities.

Your process might be great in general, but needs subtle tweaking to maximize the relationship potential for each interaction.  Helping your staff understand this, and that feedback during the project is the only way to identify adjustments, will drive use of any feedback systems you put in place.

Is the firm willing to respond to the feedback and take action? How?

This may seem like an obvious question, but the answer will decide your success with a feedback program.  Prompt, effective, and helpful follow-up, focused on the client who gave you feedback, will create new opportunities and positive relationships.  When those engaging in feedback activities begin to see these results, they will naturally tend to continue collecting feedback.

From the very beginning, start with the end in mind – the goal of getting feedback is to follow-up with a response to the benefit of the client.  Start off with great responses, and your feedback program will grow quickly and sustainably.