Yesterday’s post was about seeking feedback from your clients, so you can discover problems that need fixing and also bring in some testimonials. A lawyer thought this was a hunky-dory idea and wanted to know if I had any sample forms he could use.
I don’t, but I sent him a few ideas he could use to design his own form. I thought I would share those with you.
Now, have you ever taken online surveys that seem to go on endlessly and ask questions nobody who thinks for a living can answer?
Yeah, don’t do that.
Make your survey as simple as possible.
There may be occasions when you want to ask yes/no or multiple choice questions, but for an all-purpose survey, I suggest you avoid the laundry list of options and ask a few open-ended questions.
Tailor it for your practice area and market, but here’s what you want to know:
- What am I doing well?
- What could I improve?
- Do you have any suggestions (additional services, changes, etc)?
- Would you recommend us to your friends? Why?
- Additional comments:
Leave two or three blank lines after each question, so they know they’re supposed to write something.
Precede this with a sentence or two explaining that their feedback is important to you and you would appreciate their help in filling out this brief survey. Tell them what to do after they’ve filled it out, i.e., how to get it to you. Make this easy to do.
After the questions, say thank you, and mention how their responses help you do a better job for all of your clients.
And that’s about all you need.
Most won’t fill it out. That’s okay. You want to hear from clients who think something is wrong, you want to know if anyone has suggestions, and you want to hear from the clients who love you.
If you want to increase response, you might hold a monthly drawing. Everyone who fills out the form is entered and has a chance to win a $20 gift card.
Contact everyone who response and thank them again. Tell them again that you appreciate their taking the time to answer. Address their concerns, consider their suggestions, and when they give you praise, ask permission to use their comments as a testimonial.
So, what do you think? Did you like this post? Did I miss something? Do you have any suggestions?
No gift card, but if you have something you want to tell me, I’d love to hear it.
