Can We Change the Wording on the Client Feedback Form?

Created by Alsabana Sahubarali, Modified on Mon, 4 Nov, 2024 at 9:10 AM by Alsabana Sahubarali

Once in a while you might receive a feedback form in which the client rates your service a 10 (as usual), but when asked if she would recommend MaidPro, responds "No", or says that they're not "Thrilled", which you might assume is a typo. Â Also, although the feedback might seem like a typo, there's no guarantee that the client has made a mistake in their responses. For example I could give a service a 10 rating, but still not be "thrilled" or recommend, etc.Â

We hear similar comments a few times every year (from owners who hear from clients that they think the terminology is too strong), and the response is always the same - this means the questions are doing EXACTLY what they are supposed to do.

They are designed to elicit an emotional response from the client so you as an owner can get clear insight into who you are dealing with and how best to work with them to keep them happy, and to know if that won't be possible as early as you can.

This client is clearly someone that requires extra care and attention. We get a whole lot of feedback without similar issue - most people will either fill it out as presented, or if they don't like it, leave the page and not complete it - or they never try to fill it out. This client has told you in her response that:

1. She is NOT thrilled

2. She IS satisfied

3. Marking the answer as NOT THRILLED (which is accurate) does not feel correct to her (It does work for 99.9% of our clients)

4. She does not want to rank you on a scale of whether she would recommend you (Is she afraid to hurt your feelings?, Is she hassled by this question? Why?)

5. She took the time to tell you all of this

This feedback form has now provided you key insight into this client - she is not average, she requires additional attention, something keeps her from feeling thrilled or wanting to rank the service, but she still feels the need to communicate with you about the service. In the past - this has provided an opportunity for owners to connect with and build relationships with clients and turn them into long term, referral generating business.Â

I would reach out to this client, tell her you understand she doesn't like the standard form, but also express your concern that you are not thrilling her, and that you'd like to understand if thats a reflection on the service or just that she does not thrill easily. Tell her you understand that she doesn't like the form and maybe she should call you or your staff directly with any feedback and questions. I would also make a note to schedule routine follow up with her to make sure she is satisfied (worthwhile to use her words if she prefers that to thrilled).

We will not be changing the form as it has been a very very effective tool and the design had a lot of research and though behind it. But I do hope that the window this has opened with this client can be used to grow your relationship with her and to drive the growth and profits in your business.Â