Gearing Up To Hear What Your Clients Are Saying About Your Services
In yesterday's post we looked at how to get feedback from clients and how this can help in terms of getting over our fear of visibility. But client feedback can often feel quite scary as it's the fear of the unknown in terms of what their honest view of our services are. Yet all feedback is helpful whether its positive or not. I'd argue that the 'negative' feedback is far more helpful as it gives us the opportunity to really get a sense of what puts people off the services we offer.
It's human nature not to want to hear why someone doesn't want to return to us. It taps into our fears about how 'good' we are in terms of the quality of what we offer, and we're often our own harshest critics. So gaining feedback that feels more like a criticism than a compliment can cause our confidence to plummet, and cause us to lack confidence in being visible. Yet there is a huge opportunity to increase and improve our services to others by tackling the feedback that makes us feel uncomfortable.
So, based on the question I had from a holistic therapist, I'm going to look at how we turn poor feedback into an opportunity to start thriving and increasing the number of clients who want to experience our services. The issue was:
"I went to a meet up with a couple of other holistic therapists and one came up to me and said a couple of people she knew that had received treatments from me felt unhappy with what I did. She wanted to give me a 'heads up' because she's had treatments from me in the past and felt that the feedback was a bit unfair. I'm upset about it, but not really sure what I can do to change the situation. I've not had the feedback direct from the clients, and I'm not sure exactly what they said, but I'm now wondering if they've talked to other clients and what I can say or do to respond."
So lets look at it in the context of yesterday's posts. We looked at sending out an email with a Google Survey link, or listing the questions within the email and asking clients to respond by a given deadline that you had set.
So imagine that we've done that and we've received the feedback from the questions we asked. Lets break it down to see how we can overcome the fear of taking on board negative feedback.
How to Overcome This Fear
First it's natural if you feel any of the following: to feel downhearted, and to initially react to any negative feedback by feeling it is unjust; feel like you've just received a personal attack; feel angry and upset. So whilst you're feeling any of these it's important to just breathe, and let things settle a bit before you even think about responding. But it's important to get beyond the emotional feelings and start looking at it in a constructive way.
One way to respond it to view this experience as a social experiment, or view it with curiosity. If it helps, go so far as to imagine that this feedback has come to you based on someone else and you're merely reading and considering what you can learn about the clients who've taken time to offer this feedback as a means to improve the services they've had.
So TODAY'S Tip is: Keep cool headed, read through the feedback with the intention to look at where you see problems can be solved.
How Do I Put This Tip Into Action?
Group all the positive feedback together in one document. Do the same with the negative feedback. Go through the negative feedback and look at it in terms of the following:
Is the feedback indicating a:
- Quality Issue
- Quantity Issue
- Environment Issue
- Customer Service Issue
- Something Else?
Organize your feedback under these headings. Once you've done this, you'll be able to see where you can start putting in solutions. Identify the solutions you can implement.
Then email your clients and thank them for responding to you. Highlight your key feedback and how you are making the changes to respond to their feedback. So, for example, if your feedback noted that someone said they felt very cold in the treatment room, you can respond something like...
"Feedback from the survey noted that some clients felt the room was too cold when they were receiving their treatment, so I've made some changes by increasing the room temperature and added more treatment blankets to ensure that clients are more comfortable. If you are cold, please do tell me at the start of the treatment so that I can make sure you get the maximum benefit- and comfort- from your session."
By making sure that you are presenting the results from your survey to your clients, you are engaging them on the journey. You'll also be able to demonstrate how, as a result of their feedback, you are adapting and changing your services to tailor more to their needs. It will increase their confidence in you, and they'll feel listened to.
So that's today's tip- Use the feedback to your advantage to increase your visibility in terms of how you respond and what changes you make to give clients an amazing experience with you. In tomorrow's post we'll look at another fear of visibility: how to use the changes you've made to highlight your unique approach and gain new clients.
Have a colourful day!