Last updated on Feb 29, 2024

You’re struggling to keep your clients happy. How can feedback help you build stronger relationships?

Keeping your clients happy is not always easy, especially when you face challenges, changes, or conflicts. But there is one tool that can help you build stronger relationships with your clients: feedback. Feedback is the process of exchanging information, opinions, and suggestions about your work, performance, and expectations. Feedback can help you improve your quality, efficiency, and satisfaction, as well as prevent misunderstandings, mistakes, and disputes. In this article, you will learn how to use feedback effectively in four steps: ask, listen, act, and follow up.

1 Ask for feedback

The first step to use feedback effectively is to ask for it. Don't wait for your clients to give you feedback on their own, or assume that they are happy with your work. Proactively seek feedback from your clients on a regular basis, such as after completing a milestone, delivering a product, or meeting a deadline. Asking for feedback shows that you care about your clients' needs, preferences, and satisfaction, and that you are willing to learn and improve. You can ask for feedback in different ways, such as surveys, emails, phone calls, or meetings. Make sure to ask specific, open-ended, and constructive questions that invite honest and useful responses.

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Yogesh Buchake

Vice President | Sales | Operations | Customer Success |
Proactively seek feedback from clients to understand their needs and concerns. For instance, a service provider regularly gathers feedback through surveys and direct communication, leading to tailored solutions and improved satisfaction. Actively soliciting feedback demonstrates commitment to client success and strengthens the relationship by addressing specific pain points.
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Vrushali Thakur

Crafting Memorable Shopping Experiences ✨| Business Manager | Retail, OOH & Digital Marketing
Ensure to consistently seek feedback from your clients to comprehend their concerns or requirements. This proactive approach facilitates timely adjustments and makes clients feel valued and appreciated.
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2 Listen to feedback

The second step to use feedback effectively is to listen to it. When you receive feedback from your clients, don't ignore it, dismiss it, or argue with it. Instead, listen attentively, respectfully, and objectively. Try to understand the message behind the feedback, the reasons for it, and the expectations from it. Ask clarifying questions if you need more details, examples, or suggestions. Thank the clients for their feedback and acknowledge their points of view. Listening to feedback shows that you value your clients' opinions, insights, and feedback, and that you are open to change and growth.

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Agni Salobreña

Pharmacist | Medical Sales Representative | EMS
Acolher o cliente que oferece um feedback de forma espontânea ou solicitada é muito importante. Mostre que realmente se importa com o que ele diz e expressa.

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Yogesh Buchake

Vice President | Sales | Operations | Customer Success |
Actively listen to client feedback without defensiveness or bias. An example is a software company encouraging open dialogue with clients about user experiences. By attentively considering their suggestions, the company refines its products, demonstrating responsiveness and fostering trust. Listening to feedback fosters a collaborative relationship, enhancing client satisfaction and loyalty.
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Vrushali Thakur

Crafting Memorable Shopping Experiences ✨| Business Manager | Retail, OOH & Digital Marketing
Always attentively listen to feedback, even if you may not agree with the client's viewpoint. Seek to understand their concerns without engaging in arguments or defending your actions.
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3 Act on feedback

The third step to use feedback effectively is to act on it. After listening to feedback from your clients, don't just file it away or forget about it. Instead, analyze it, evaluate it, and implement it. Identify the strengths and weaknesses of your work, the areas for improvement, and the action steps to take. Prioritize the most important and urgent feedback and plan how to address it. Communicate your plans and actions to your clients and show them how you are using their feedback to improve your work. Acting on feedback shows that you respect your clients' needs, expectations, and feedback, and that you are committed to delivering quality and value.

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Vrushali Thakur

Crafting Memorable Shopping Experiences ✨| Business Manager | Retail, OOH & Digital Marketing
Upon receiving the client's feedback, prioritize its seriousness and implement necessary changes accordingly. If resolving any concerns requires support from the client's end, don't hesitate to request it.
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Yogesh Buchake

Vice President | Sales | Operations | Customer Success |
Swiftly act on client feedback to demonstrate responsiveness and commitment to improvement. For instance, an e-commerce platform actively addresses user suggestions for enhanced navigation. By implementing changes based on feedback, the platform not only refines the user experience but also communicates a dedication to meeting customer needs, fostering satisfaction and loyalty.
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4 Follow up on feedback

The fourth step to use feedback effectively is to follow up on it. After acting on feedback from your clients, don't just move on to the next task or project. Instead, monitor the results, measure the impact, and report the progress. Check if your actions have solved the problems, met the expectations, or enhanced the satisfaction of your clients. Ask for more feedback to confirm if your changes have been effective, or if you need to make further adjustments. Share your achievements, challenges, and learnings with your clients and celebrate your successes. Following up on feedback shows that you care about your clients' outcomes, satisfaction, and feedback, and that you are building a long-term relationship.

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Yogesh Buchake

Vice President | Sales | Operations | Customer Success |
Consistently follow up on client feedback to showcase genuine concern and dedication to their satisfaction. For example, a software company ensures regular communication with clients after implementing system updates. This practice not only gauges the impact of changes but also reinforces a client-centric approach, strengthening the client-provider relationship over time.
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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You’re struggling to keep your clients happy. How can feedback help you build stronger relationships?

1

2

3

4

5

1 Ask for feedback

2 Listen to feedback

3 Act on feedback

4 Follow up on feedback

5 Here’s what else to consider

Client Relations

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You’re struggling to keep your clients happy. How can feedback help you build stronger relationships?

1

2

3

4

5

1 Ask for feedback

2 Listen to feedback

3 Act on feedback

4 Follow up on feedback

5 Here’s what else to consider

Client Relations

Rate this article

Thanks for your feedback

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