What do you do if your evaluations are not incorporating client feedback?

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Client feedback is the cornerstone of service improvement and customer satisfaction. When evaluations fail to incorporate this valuable input, it's a missed opportunity for growth. As you navigate client relations, it's crucial to recognize the importance of feedback and integrate it effectively into your evaluation processes. This ensures that your services remain aligned with client needs and expectations, fostering a positive and productive relationship. Let's explore how you can address the disconnect and ensure your evaluations are reflective of client insights.

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Jasmine Yin

Private Banking | Forbes International Leader | Stanford GSB
Olufemi Adegbemisoye

Account Manager/ Support
Carol Moura

Gest?o Comercial | Canal Corretor | Fundadora do Grupo Conex?es

1 Acknowledge Gap

If your evaluations are overlooking client feedback, the first step is to acknowledge the gap. Recognize that there is a disconnect between what clients are saying and how their input is being utilized. This realization is pivotal as it sets the stage for change. Accepting that your current evaluation process might be flawed is uncomfortable but necessary. It opens the door to critically examining your approach and identifying areas where client feedback can be more effectively captured and implemented.

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Olufemi Adegbemisoye

Account Manager/ Support
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Seek Leadership Support: If necessary, escalate the issue to higher-level management or leadership to garner support for prioritizing client feedback in evaluations. Leadership endorsement can help reinforce the importance of this initiative and facilitate implementation.

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2 Gather Input

To bridge the gap, start by gathering more client feedback. Reach out directly through surveys, interviews, or informal conversations. Ask specific questions that probe deeper into their experiences and preferences. This not only shows clients that their opinions are valued but also provides you with actionable insights. Make sure to create an environment where clients feel comfortable sharing honest feedback, as this will lead to more accurate and useful data for your evaluations.

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Jasmine Yin

Private Banking | Forbes International Leader | Stanford GSB
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The key to this step is that, if well done, client would feel valued and safe to continue to provide feedbacks down the road, and you have a long-term partner on your improvement process. Make it anonymous, intimate, frequent, routine...etc. depending on the nature of the group of clients and the issues surveyed. Where possible, let client know the handling process, timeline, and final outcome. Keeping them informed of what impacts they have created. Might help with gathering inputs with more colour and thoughts given.

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Carol Moura

Gest?o Comercial | Canal Corretor | Fundadora do Grupo Conex?es
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Um simples café com o cliente, ode abrir a conversa para essa coleta, buscar entender os valores, conceitos e o que de fato importa para o cliente é a base da manuten??o dessa conta. Ter um script pode ser uma op??o, após a identifica??o das falhas, formular 2 a 3 perguntas por tema e deixá-las em sua mente, pode clarear. Perguntas bem apertas também, como exemplo: O que podemos fazer para melhorar nossa entrega hoje? Pode trazer muitos insights.

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3 Analyze Feedback

Once you have collected client feedback, it's time to analyze it. Look for patterns, common issues, and suggestions that align with your service offerings. This analysis is critical in transforming raw feedback into actionable insights. It's not just about collecting data; it's about understanding the underlying messages and sentiments. By doing so, you can pinpoint what changes need to be made to your services or processes to enhance client satisfaction.

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Carol Moura

Gest?o Comercial | Canal Corretor | Fundadora do Grupo Conex?es
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Primeiro passo para Analisar o Feedback, é estar Aberto para. N?o levar nada para o lado pessoal, umas das li??es do livro de Ruiz que fala dos "4 Compromissos". Tarefa difícil e importante é essa, saber que o feedback é sobre o processo e n?o sobre você. Tirar o máximo dele, aproveitar o máximo dele.

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4 Update Processes

With insights in hand, update your evaluation processes to integrate client feedback. This might involve revising your metrics, redefining success criteria, or changing how data is collected and reviewed. Ensure that the process is dynamic and allows for continuous incorporation of client insights. By doing so, you make your evaluations a living document that evolves with client needs and maintains relevance in a changing business landscape.

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Carol Moura

Gest?o Comercial | Canal Corretor | Fundadora do Grupo Conex?es
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Fa?a testes mentais, redesenhe as trilhas na sua cabe?a, passe para o pape sem compromisso, monte um simples Fluxograma com as respostas: Sim, N?o e próximas passos, até entender qual o desenho pode ser mais adaptável e favorável para sua atualiza??o.

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5 Communicate Changes

Communication is key in client relations. Inform your clients about the changes you are making in response to their feedback. This not only demonstrates that you take their input seriously but also helps build trust and loyalty. Transparent communication about how feedback is shaping your services can lead to stronger relationships and encourage clients to continue providing valuable insights in the future.

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6 Evaluate Continuously

Finally, commit to continuous evaluation of both your services and the way you incorporate client feedback. This is not a one-time fix but an ongoing process that requires regular attention and adjustment. Regularly revisit your evaluation methods to ensure they remain effective and responsive to client feedback. By doing so, you maintain a cycle of improvement that benefits both your clients and your business in the long run.

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7 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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What do you do if your evaluations are not incorporating client feedback?

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1 Acknowledge Gap

2 Gather Input

3 Analyze Feedback

4 Update Processes

5 Communicate Changes

6 Evaluate Continuously

7 Here’s what else to consider

Client Relations

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