Respond to feedback strategically
Make the most of your time with our consultant and plan for a strategic and effective response to customer feedback.
Understanding and responding to customer feedback
Acting on feedback takes time, resources, and a strategic approach.
Failure to act on customer feedback appropriately and strategically leads to:
Increasingly challenging client relationships
Growing transactional challenges
Missed business opportunities
Loss of accounts and revenue
Responding strategically to feedback is essential to achieving the desired outcomes and building trust with your client/customer.
How best to respond to transactional feedback
Problem A vs Problem B: Understand what lies beneath the surface of what your customers are saying and learn how to respond for better outcomes.
The Dos and Don’ts of responding to customer feedback
DO
Create space in your diary to review the findings
Look at the whole picture as well as individual responses
If you find yourself dismissing feedback as unreasonable or unfair ask yourself, “What might have made them feel that way?”
Approach the feedback as a starting point for client conversations that allow you to diagnose and cure the root causes of difficulties instead of treating the symptoms
DON’T
Read and respond to feedback at speed
Confront a client directly about the issue that has been raised
Let presumptions about the account or individual stand in the way of proper diagnosis
Making the most of your time with our consultant
One of the best ways to maximise your time with a consultant is to come with a potential response and action plan prepared.
This will allow you to have a more focused conversation around:
Potential strategies and approaches
Related risks and opportunities
The best ways to address account and company-level obstacles to change
It is also possible to organise group sessions to find the best ways to tackle relationship challenges in specific matters, markets, or account life cycles.
