Finding out what clients really think can enhance your relationships
Rather than taking offence, say “thanks” and address the issue
Finding out why your client is leaving can benefit your business
Responses from clients can help you identify unmet client needs
Questions should cover four main areas. Include a “comments” section
Use a formal process and ask consistent questions
Having a proper feedback mechanism in place can help you identify clients at risk as well as give you insights into what clients want
Randy Ambrosie, president of Accretive Advisor, talks about the best ways to gather referrals from clients
Use a formal process and ask consistent questions
Setting up a client advisory board requires a commitment from you and a select group of clients. Meetings can be as simple as an hour-long discussion over coffee and bagels or as elaborate as a day of golf