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Gain Perspective – Get Some Feedback | Freelance Sprout | Find, Start, and Grow Your Dream Freelance Business
Read the six part series on creating a freelance business plan
 

Gain Perspective – Get Some Feedback

Date March 6, 2009


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Customer satisfaction is one way to ensure your freelance business stays busy. While you may think that you are providing the optimum level of customer satisfaction, your customers may very well think otherwise. But how do you know if your customers are happy? Well, one way to make this determination is to assume that those who keep coming back are happy with your services. However, as we all know, assumptions, especially the wrong ones, can be trouble.

The only sure-fire way of finding out what your customers think of you is to ASK THEM.

Use the Direct Method

Asking your customers and clients directly for their feedback might seem a little intimidating but it is a necessary evil that you must do if you want to remain competitive in business. Actually, the asking part may not be as painful as the getting part of the equation. No matter how thick you might think your skin is, you might not ever be totally prepared to hear the not-so-positive things about yourself or your business operation.

But you have to do it. First, you want to be clear to your customers that your request for feedback, both negative and positive, is indeed a serious one. You also want to convey that you appreciate both their time and honesty. Customers should be able to feel that they can say what they want and not have to fear retribution of any kind. Being able to accept critiques is the mark of a good business person. Phrase your questions directly as in “What services would you like to see provided that are not currently an option?” or “What aspect of our existing business relationship could use an improvement?” or “What do you value most about our services?”.

Process What Has Been Given

When customers do take the time and effort to provide you with feedback, it is now your time to return the time and effort by actually reading what has been given to you. While you may not agree with what is being said, you certainly owe it to your company to approach it all with an open mind and take the time to truly consider what is being said to you. Having the ability to access unbiased, objective information about your business can prove to be invaluable.

Take Action

When you receive feedback that contains viable suggestions for improvement, act fast. Start incorporating such changes as soon as it is reasonably possible. Otherwise, customers will begin to feel as though you don’t value their opinions and that you wasted their precious time in providing the feedback. If you are going to expect feedback from your customers, it is only fair that your customers expect changes from you.

Be Consistent

Asking for feedback should not be limited to just a one-time thing. Asking both new and loyal customers and clients how you can keep your business top-notch will be very important on an on-going basis. It will help you continually evaluate how you are operating your company and give you insight as to what you can and should be doing to keep moving forward with a profitable business venture.

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