Learning.
WHEN TO ASK
At completion, and periodically for ongoing work.
WHAT TO ASK
What worked well What could have been better Whether they would recommend you
THAT SECOND QUESTION
Phrased to give permission for criticism.
"Was there anything we could have done better?"
WHAT NOT TO ASK
"Were you happy?"
Everyone says yes.
HOW TO ASK
Briefly, by message or in conversation.
Not a long form.
WHAT TO DO WITH THE ANSWERS
Fix what recurs Tell them what changed
THAT LAST PART
Telling a client their feedback produced a change builds substantial loyalty.
WHAT TO LOOK FOR
Patterns across clients.
Three mentioning the same thing is a process problem.
WHAT ELSE TO ASK FOR
A review, and a referral, if they are satisfied.
WHEN
At the moment of satisfaction, not months later.
