As a home service provider, you will be responsible for taking on projects of multiple sizes. Sometimes you will have small projects that only take a few hours or days to complete. In these situations, it would be expected for you to ask your customers for feedback upon completion to gauge how the experience was for them and to determine how you can improve on future projects.
What do you do when you have a large project that may take months or even years to complete? It would be very risky to not ask for any customer feedback until the project is completed in its entirety. Instead, you should have a system for collecting feedback regularly throughout the project’s timeline to ensure that things are running smoothly.
A general rule of thumb would be to ask for feedback during the three following stages:
- Beginning of the project - Ensure that there is an understanding of the project scope.
- Middle of the project - Ensure that the client is satisfied with the current state of the project. Make necessary changes or improvements.
- End of the project - Collect insight on the client’s level of satisfaction with the service provided and overall experience with your business.
However, if you are working on a project that is more complex, it may be necessary to take even more time to ask for feedback after each milestone has been completed.
There are many benefits of requesting frequent customer feedback:
Identify gaps in understanding
The most important thing to do before starting or proceeding with any project is to make sure that you and the customer are both on the same page regarding the project’s scope. The last thing you want is to be working on a project for an extended period of time, only to find out that it is not at all what the customer wants. The later you wait to ask for feedback, the costlier it could be to make changes if you are even given the opportunity. Frequent feedback will prevent avoidable frustrations for both you and your client.
Speeds up development
Though it may seem to be a waste of time to take those extra days to ask for feedback from your customer, it will actually prove to move your project along faster. Frequent feedback serves to clear up any misunderstandings. As a result, you and your team will have more confidence moving forward with the project. You will not have to spend as much time hesitating and deliberating on specific decisions that need to be made.
You should think of your clients as an extended team. Though they hired you, keeping them in the loop and receiving their input is essential to your success. Frequent customer feedback allows you to inform your clients of any concerns or changes to the scope of the project. It also lets your customer know that you are not hiding anything from them and value their satisfaction. This consistent feedback loop establishes a level of trust that makes the customer feel comfortable with letting you know if any part of the project is not turning out as planned or has failed to meet their standards.
It is likely that you may have a team helping you complete a project. Depending on the number of people on your team, it could be possible that there are some inconsistencies in the overall understanding of the project from beginning to end. Frequent customer feedback will allow your team to digest each phase of the project individually which will in turn ensure that you, your team and your client are all working toward the same goal.
Offers an opportunity for improvement
In the event that your client is not satisfied with any part of service thus far, frequent customer feedback will provide you with the opportunity to improve. If you find out about your client’s dissatisfaction too late into the project, your client may decide to discontinue the project all together which could result in lost money or legal repercussions. If you fail to ask for feedback at all until the project is finished, you run the risk of finding a nasty review about your business on a public platform for everyone to see.
The method of which you ask for customer feedback is up to you. You may choose to send a simple email or text asking for feedback or you might consider using a detailed customer feedback form. Whichever method you choose, make sure that you have their feedback documented in writing to share with your team, Keep the documented feedback on hand to guarantee that the project is moving in the right direction.
Customer reviews are essential to finding new leads and closing more deals. A businesses that is highly recommended can also charge more for services because customers trust the company to do the work well and efficiently. Learn more about integrating customer reviews into your marketing plan.
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