How to ask for client feedback directly
There two are times in particular that work especially well for asking for client feedback:
1. Opening a new matter.
Think about the process you go through when you open up a new matter (even if it is with an existing client). If you're not already doing so, you can easily ask a few questions that will establish expectations and create an environment for receiving ongoing feedback.
Here's how: Let your client know that you are interested in receiving feedback throughout the process of the file, not just on what you are doing, but on how you are doing it, and that at any time if they would not feel comfortable being a reference for you on a future matter, to advise you right away. Get their agreement to do so. This invites them to an open dialogue with you throughout the matter.
2. Closing a matter.
This is a similar approach to the first one, but conducted at the end of the matter. Ask your client: How did this matter go for you? Is there anything I could have done better? What worked well/not so well from your perspective? Encourage them to be specific.
Try these and see what happens. I guarantee you'll be on your way to building a stronger relationship.
Just one more note about the ask: Be specific. Simply understanding you were ‘great' (while nice to know) is not enough. Feedback is not about seeking praise, it's about understanding your value proposition. So if you get generic feedback like ‘you were great', turn it into information you can use by asking: "Help me understand what specifically I did that made you say that?" or "What specifically about the matter inspired that comment?"
Don't be afraid to ask - directly and regularly - your clients want you to - and they're more than willing to tell you what they think! It's a differentiator if you do. Let me know how it goes.
I wish you good business success!
Client-Centric Selling with the Agreement Based SalesTM Program and the LEAP Adult LearningTM System