Have you ever felt stuck in a rut, wondering how you could enhance your client experience? Well, let me tell you about a game-changer: actionable feedback. It might not sound as thrilling as glowing testimonials, but trust me, feedback is where the magic happens.
Feedback vs. Testimonials: What’s the Difference?
First things first, let’s clear up a common misconception: feedback and testimonials are not the same. Testimonials are fantastic for building trust and showcasing your work, but input from clients is your secret weapon for improvement. Feedback is your client’s perspective on their experience, which you can use to enhance your process.
Feedback should focus on your client’s perception of your process and their overall experience, not just a space for them to gush about their final product. Yes, testimonials are important, and you should definitely ask for them, but prioritising constructive criticism will help you create an experience that makes clients want to write those glowing testimonials in the first place.
Why Gather Feedback?
The most obvious reason is to understand how your process is perceived by your clients. Often, our clients come from a space of less knowledge about our processes. We can easily fall into the trap of assuming they understand industry jargon or specific steps, which can lead to confusion and a less-than-stellar experience. Feedback helps bridge that gap, ensuring that your client’s journey with you is as smooth and enjoyable as possible.
For example, you might assume your clients know what to wear for a shoot or how the session will go. However, without explicit communication, they might feel lost or overwhelmed. Feedback will highlight these pain points and allow you to address them proactively.
Creating an Effective Feedback Form
To build an effective feedback form, focus on three key areas: the questions you ask, the structure of the form, and the timing of when you send it.
Questions
The biggest mistake I see (which I also used to be guilty of!) is asking questions that are too open-ended. Instead of asking, “How could this experience be improved?” or “Please share any feedback you have,” make your questions specific. Use scales and multiple-choice options to make it easier for clients to respond.
For example:
- On a scale of 1 to 5, how easy was it to book my service? (1 being confusing and unclear, 5 being clear and straightforward)
- On a scale of 1 to 5, how satisfied were you with the level of communication? (1 did not meet expectations, 5 exceeded expectations)
Follow these up with open-ended questions to get more detailed feedback. For instance:
- If you rated anything less than 5, please share what you felt wasn’t working well.
Structure
Separate your form into sections and work in chronological order. Start with questions about the inquiry and booking process, move on to the working relationship, and finish with questions about the deliverables. This makes it easier for clients to recall their experience and provide detailed feedback.
For example:
Inquiry and Booking Process:
- On a scale of 1 to 5, how clear was the pricing information?
- Was there anything confusing about the proposal or contract?
Working Relationship:
- How would you rate the level of communication throughout the process?
- Were the materials and resources provided helpful?
Deliverables:
- How satisfied are you with your final gallery/prints/products?
- Was the gallery software easy to use?
At the end, include questions that can serve as testimonials:
- Why did you choose to work with me specifically?
- What did you find were the most valuable parts of your experience with me?
Remember to ask for permission to share their responses:
- Do I have your permission to share this feedback on social media and for promotional purposes?
Timing
The timing of when you send your form is crucial. Sending it too soon, such as the day after a wedding or right after delivering sneak peeks, means your clients haven’t fully experienced your service yet. Wait until they’ve received all deliverables and had time to process their experience – typically 3 to 7 days after the final delivery is a good rule of thumb.
Remember, actionable feedback is your key to creating an exceptional client experience. By prioritising feedback over testimonials, asking specific questions, and sending your form at the right time, you can gather insights that will transform your business. So go ahead, create that feedback form, and watch your client experience soar to new heights!
If you need help on which questions to ask, you can head to my template store and purchase the Feedback Template for just $20. It includes a sample question bank of 16 questions that will get you valuable feedback for you to create the best client experience possible.
