…or what you don’t know?
Do you recognise this conversation? Getting to the bottom of what people really feel about your work isn’t as easy as asking “Everything ok?”
A few people will respond to that with a candid assessment of how things are. Most won’t. Perhaps they’re busy, or they don’t feel prepared, or they don’t want to rock the boat, but the chances are that you won’t get a straight answer.
If you want to do the best for your client relationships you need good solid information about their current state. The best way to find this out is certainly to ask, but you have to ask skillfully. Advance warning, a few thoughtful and incisive questions, and good listening and probing skills are all necessary to get to the meat of the matter.
Some organisations don’t feel confident that account owners are skilled or dispassionate enough to ask their clients for detailed feedback. That’s where Client Insight comes in. We can speak to clients for you, or work with you to ensure your own people are equipped to have these important conversations.