Last week I was picking up print material from Alphagraphics and somehow ended up in a discussion of soccer coaches- I think I started it when the owner asked how I was and I told her I was grumpy, thank you very much. All discussion of soccer coaches aside- and if you are one or your kid has one, then you likely know what I’m talking about- Lorraine said something very interesting: “my husband says I’m the worst parent ever because I bitch and moan to everyone except the coach!”

Really well put. Silent clients may be your worst ones. Have you ever had a client leave you and it was a complete surprise? You don’t really know if they’re satisfied unless you ask them. Their idea of great client care might be very different than yours- say, the client who wants to hear from you less often vs. the one that wants more check-ins, the client who prefers email to phone, more or less information, etc.

Here are 10 great questions* you can use to get client feedback:

1. What was the greatest benefit you derived from my service?
2. What would you like to see more of when you work with me?
3. How could I improve my service?
4. Is there anything you’d like me to stop doing?
5. Is there anything you didn’t get from my service that you were looking for?
6. Has my staff treated you with care, attention and courteousness?
7. Is there an issue that I have not spent enough time in for you?
8. Am I doing what you want me to?
9. Where have we been less than proactive in addressing your concerns?
10. Is our billing clear and easy to understand?

Whether you use all or some of the questions, you’ll get feedback you can use, and your clients will get the service they want. Do this as a survey or part of a periodic client review; you might find it a great relationship-building or marketing tool. Clients will know you give a crap about how they are treated. 

If you’re squeamish, then swap clients with a fellow attorney and survey a stranger. Choose someone in a different specialty, so there are no competitive issues and work with a script. In my Get A Life! teleseminar, the group has the option of using each other or me to do surveys. Large firms spend lots of money on surveys, and the smart ones do something with the feedback. Worst thing you can do is get feedback and ignore it. Waaaaaaaaaaay bad to do that.

Final thought: Don’t assume your clients love you- get the facts, you might be surprised- might be a good surprise, might be one that tells you to make some changes. Either way, the best way to serve your client is to know what she wants and deliver it.

* With permission, I stole these questions or variations on them from a fellow practice management advisor, Alvah Parker, check her out at www.asparker.com.