Have you ever felt afraid to ask your clients for feedback?
What if they tell you that they’re seriously underwhelmed by your services?
Back in 2016, I made the mistake of waiting too long to survey my paying clients that were in my mastermind.
I noticed that participation and engagement was starting to slow down, and I felt like I had to beg my clients to show up for calls.
It was the worst.
I felt like a failure.
I also realized the serious issue this can cause with brands. If you don’t have happy clients, who will be willing to spread the word, share their testimonials, and be a part of helping you create a healthy reputation around your services, products, and programs?
I finally realized that I hadn’t really asked them what they needed to feel happy and supported in my community.
When I asked, I got my answers. They were hard to hear, but it was the right thing to do.
Now I constantly put systems in place to make sure that my clients have plenty of opportunities to give me their feedback.
The majority of our clients rate our programs and events 9’s and 10’s out of 10!
Why? I’m constantly keeping channels open and staying on top of my clients’ needs.
Don’t get me wrong, I know that there’s always room for improvement, and I never consider the job done.
Why feedback forever?
- Knowing the true needs of your community allows you to truly be of service.
- Needs change! Continuing to survey your community allows you to stay in the know.
- Feedback prevents you and your work from becoming stagnant!
Here are some of the types of feedback to put systems in place for:
“Testing the Waters” Feedback
“Why Didn’t You Invest?” Feedback
This type of feedback request belongs at the end of a funnel or after a launch and usually includes some variation of these three questions:
- Why didn’t you invest in X?
- What could I have changed to make saying “Yes” a no brainer?
- If you’re not investing in this, what are you investing in?
1:1 Client Feedback
For 1:1 clients, I always have a pre- and post-session form filled out. This allows the client to make the most of their time with me by reflecting on what they need and what they learned; and it also allows me to see what’s working, what’s not, and to have conversations around their feedback and questions.
Group Program Feedback
For a group program like U2U, I have surveys go out DURING the program at two different times to allow for course-correction as needed and to have conversations that are truly of service to my clients.
I send out surveys after mastermind calls and events (plus before events.) This helps me to see what I’m doing that is truly helping as well as what I might be missing or not realizing is needed. Doing this after each call allows me to get ahead of any issues or unmet needs. On the other end of that, I often receive positive feedback about things I hadn’t realized were so important to my mastermind ladies, which is a great feeling!
A quick and easy way to start collecting feedback: Google Forms
Google Forms is a totally free online application to create surveys with different types of question fields. It’s easy to use and you can have the responses sent to a Google Sheet, which allows you to look through them all easily and even compile data (like average rating, for example.)
Pro Tip #1: If you use Google Forms, be sure to hit the little widget symbol in the right-hand corner and unclick “Collect Email Addresses”. This settings requires people filling it out to have a Gmail account, which can lower the number of responses. If you’d like to collect their emails, simply make it one of your questions on the survey itself.
Pro Tip #2: When you’re ready to send the survey out, hit the “Send” button and then click the link symbol to the right of the email symbol in the “Send Via” section. You can use that link in Facebook groups, Emails, etc.
To truly being of service and staying in the know,