As chair of my SCORE * program, I am always looking for new presenters to speak to the team. I often ask my business advisers to give me ideas on topics that interest them. In August, another member came to me with a plan.
He suggested that some of the consulting clients he worked with this year be invited to one of our meetings to give us feedback on our mentoring strategies - both high and low. Five clients were invited to our meeting and were asked the first 5 questions of the Top Ten list. We have learned a lot from the answers we received.
With the end of 2005 and the start of 2006 you may want to find ways to get clients to give you feedback on the products and services you offer. Here is a list of 10 questions you can use. Choose a few that fit your situation. The key is to ask a question and let the client have an uninterrupted time to respond. Your job is just to listen!
1. What is the greatest benefit you have received in my ministry **?
This question helps you to understand what works. Sometimes you will be surprised at the answer. Our SCORE chapter has a limit of 3 advisers in one place to advise one client. Our customer panels say many consultants are getting better! We have now completed the number of mentors.
2. What would you like to see most if you work with me?
At our session, the panelists told us some advisers introduced themselves by telling us about their business background during the session and some did not. Clients said they wanted to hear about the qualifications of their co-counselors. Do you forget to be consistent when delivering your product or service to your customers? We were there! ☺
3. How can I improve my ministry?
Clients usually have ideas that are easy to use, but somehow you never thought of. SCORE does both email and face-to-face training. These were face-to-face clients who wondered if they could get support between sessions via email. It is easily done now because we know it may be helpful. (Our email addresses already appear on our SCORE business cards!)
4. Would you like to see me stop doing it?
This question gives the client a chance to tell you something that is not helpful to them. It has been suggested in our policy that sometimes it is difficult for a business owner to meet with a consultant because the owner cannot leave his or her business premises. SCORE clients were wondering if it was possible for advisers to meet with them from time to time in their business environment. The answer was "Yes". And it is not something we have thought to offer consistently.
5. Did you not find anything in my ministry that you were looking for?
This is an opportunity for the client to tell you about other services you can offer. If you are looking for ways to expand your contribution, this question is important. During SCORE, one client wanted to know how to find a mentor who works or manages a particular type of business.
Access to the counselors' website in our chapter and their domain can be helpful to our advisers and clients. We'll be covering one. (We have one mentor with the right background for this client.)
6. Has my staff treated you with care, attention, and courtesy?
This can be an important question for a service provider with administrative staff to ask. Clients do not always complain about their experience with your staff but may be something important when asked.
7. Is there a problem I have not spent enough time on?
Sometimes clients let you go but still think about the previous issue. This type of question helps them to revisit places they may not yet understand and still have an unanswered question.
8. Am I doing what you want me to do?
Most of the time, we do what we think the client wants. It is good to check once in a while to find out if you are doing what the client really wants.
9. Where were we when we took serious steps to deal with your concerns?
The client may expect you to move to different locations that you think are being repaired by other vendors or employees. “Busy” may mean more to the client than you do. Asking this question could lead to a new business.
10. Is our payment clear? Do you get your money's worth?
The bill often worries the client. You need to know exactly what you are being charged. Does your debt reflect that? This last question of value is important in ensuring that your client is satisfied with your product or service. * SCORE - This is an organization that is part of the US Small Business Administration. SCORE volunteers are experienced managers and business owners who advise small business owners free of charge. ** I used the word service here with the client. You can easily change product and customer.
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