Clients Paying for Candid Feedback
We do a disservice to our clients when we sugar coat our feedback because we are unsure of how they will receive it. Clients are paying not just the service we deliver, but also our expertise. Our expertise shared through candid feedback is what makes us valuable.
The first step is to ask questions to discover their needs.
- What are they looking for “service”?
- What is their existing “challenge”?
- What is their desired outcome, transformation, or “goal” from the “service”?
These are three basic questions to get you started, but I encourage you to dig deeper using questions that start with why. The more questions you ask the better you will be able to understand your client. During this process take detailed notes because you will reference the client’s answers later.
EXAMPLE: Website Developer
- What the purpose of your website?
- Who is the audience and how will they use your website?
- Will you share content? What type of content? Where is this content hosted?
- Will you be selling a service on your site? Do you have a preference for any e-commerce platforms? How will you accept payment?
- Will you need a closed access portal for clients?
This list of questions will continue out from there, but the key is asking questions to really understand your client’s needs and desired outcome.
Many times we miss out on serving clients well because we didn’t ask enough questions or the right questions to truly understand
NOTE: Create a template of the questions you ask during the different stages (discovery, sale, onboarding, delivery) of servicing clients. This helps you be consistent in your service and also learn what works or doesn’t work based on client responses.
Part of providing excellent service to clients is educating them on the service we are providing. Many time clients don’t know what they want or what is available.
Educate them on the best option(s) available to help them reach their goal. Note, I didn’t say “
If you overshare you will only overwhelm them and slow down the decision making process.
Share the option which best meets their needs and explain why. Tie your
Example: You said you were looking for “service” that would deliver “results”. Based on “their needs” this “service” will help you accomplish “results” because of its ability to “transformation”.
Again clients are not only paying for your candid feedback but also depending on it. When you ask questions, listen to their answers, provide a solution for their needs, and educating them along the way then you are serving them well.
If they question or push back on your suggested solution it could be because they need more convincing and don’t clearly understand your reasoning. If this is the case, clarify what their need is to make sure you understand them and then find a new way to present the best solution
Many times objections are clients clarifying what they want and removing doubt before moving forward. That is why your expertise and confident answers are valuable to both the conversation and serving them well.
We all desire to serve our clients well. Part of the process is building our confidence in our expertise and strengthening our communication skills. This happens through repetitive action. The more you challenge yourself to have these conversations and explain your position the easier it will be to provide candid feedback.