Interior Arrangements | What Everyone Ought To Know About Feedback and Follow Up

Two Tip Tuesday
...helping you build a better business!

What Everyone Ought to Know About Feedback and Follow Up

Many of us believe we know what our clients think about us and the services we provide. We may even assume that if we don’t hear from a client after we’ve completed a project they are perfectly satisfied with the service we provided.

Listen up! Naïve thinking like this can have a detrimental effect on your health of your business. How? Simply put--- you cannot be successful at what you do if you don't meet (and exceed) the needs of your clients. Therefore, two of the most important activities that you can do are following up after a client interaction and getting feedback after EVERY service you provide. In other words, finding out what your clients want and expect from you and if the services you provided met their needs.

So how do you find out whether your clients are satisfied clients? ASK them---either by phone, mail, email or face to face. And after you do, put their answers to work for you by making an effort to fix the things they may have complained about and implementing any suggestions or ideas they offered. Most importantly give them feedback that their answers were appreciated.

Tip #1 Project Evaluation/Feedback Form

Leave a Project Evaluation Form with a stamped, self-addressed envelope along with your invoice and thank you card after any service you provide clients

It shows the client that you care about the quality of your service, as well as value their opinion.

You may uncover some issues in your business that need to be addressed that will make you more efficient and effective.

Client testimonials can be put to great use in your marketing materials and on your web site.

It’s the perfect way to build repeat and referral business because when clients are pleased with your services, they are more apt to use you again AND refer you to others.

You might discover some new and unique ways of making your business better! Oftentimes an outside party with a fresh perspective can come up with some innovative ideas you may not have come up with yourself.

Some of the questions I have on my own client evaluations:

What was your first reaction when you saw the room(s)?
What do you like best about the new room arrangement?
Will you or your family use this room more as a result of the new arrangement?
Would you recommend us to others?
May we quote you?*

Finally, end with a simple ‘thank you for taking the time to complete this form statement’ and add a signature and date line.

*Whenever you intend to use client testimonials you must ask if you can quote them AND get their approval signature.

Tip#2 Follow Up

The single biggest action and revenue generator is to follow-up with clients who you have sent marketing materials or have talked to about your services. A simple phone call asking if they received your information or asking for their feedback or questions accomplishes a dual purpose:

It makes a professional impression because you not only provided them valuable information, but you are following up to see if it was helpful and to answer any questions they may have.

Following up also serves as a reminder of all and any new services that you are offer (up selling!) AND that you always appreciate referrals.

Remember, following up and asking for client feedback can provide ongoing rewards and revenue for your business and also reduce the amount of dollars you spend on other marketing endeavors.

Staging a living room