Learning from feedback

Feedback overview: Importance of obtaining it and listening to clients
Want loyal clients? Keeping them happy and building upon your relationship happens when you understand their situation, listen, and anticipate future needs. Feedback is often neglected, but is powerful in letting you know what clients really think and allowing you to fix small things in a way that can strengthen your relationships.
Goals
Understand what clients think and obtain constructive comments about the appointment
1. Ask for feedback consistently from every client
2. Sift through comments to understand common concerns and those easy to address
3. Experiment with addressing a few at a time
4. Track feedback over time to see trends
Toolkit
• Integrated: Asking for feedback needs to be part of the everyday work patterns. For example, HealthShoppr asks for feedback after every appointment via email
• Trackable: Numbers allow you to track trends over time. Choose one or two questions that matter and then provide some space for detail
• Safety: Good feedback requires the giver to have a safe environment. People won’t share unless they have some space.
• Listening: Find the nugget in the comments raised and work to find a solution. It may be hard to hear what’s being said, but it’s likely better than what they would tell their friends.
Example Resources
• Feedback form and suggestion box (online or offline)
• Graph showing score over time
• “Top things to remember” board with top 2-3 things to work on
• Newsletter: Share wins with your clients and let them know how you keep getting better