Makes an ASS out of U and ME

We’ve all heard this saying but why is it so important when it comes to our clients?

Well, there’s a (dangerous) fallacy we can buy into: that we know more than they do about how good our product is and how it needs to improve and evolve.

The truth is: we don’t. Our clients always know best.

One more thing. Sending out invitations to complete an online quality feedback survey isn’t effective for four reasons: –

  • Response rates are between 5% and 15% (mostly closer the 5%) so it’s not a fair appraisal.
  • The people that tend to complete them like you, so feedback is biased.
  • People tend to complete them as quickly as possible, so important details are missed.
  • It’s a form – you can’t capture conversations.

Tip:  Speak to your clients in person or on the phone. Encourage them to be critical. Ask them specific questions. Never explain away their feedback.

You may have thousands of clients, but you only have a handful of client experiences. This approach will uncover them.

Only in this way can you tread the path to excellence (and riches that follow).

By |2018-10-01T11:56:50+00:00August 20th, 2018|003 - Your Products & Services, Blog|0 Comments

About the Author:

I’m Mike, MD of the Flair Business Growth Consultancy and I love sharing the insights and knowledge I've gained whilst building, then selling, my two multi-million-pound companies. I write about all things related to building a business that's designed to grow rapidly and naturally through winning, then keeping, new business.

Leave A Comment

This site uses cookies to function and to monitor visitors usage, you can find out more in our Privacy Policy. By using the site we presume you're okay with this, if you would prefer not to there are details on controlling your cookies in our privacy policy. Find out more Ok

Third Party Embeds

We embed a number of tools into our site from third parties such as video and sound files. Many of these tools track your interaction, usually anonymously. If you wish to prevent these cookies you can find details about how to do so via our Privacy Page

Non-Essential Cookies

We also use some non-essential cookies to collect information for making reports and to help us improve the site, you can read much more detail in our Privacy Policy Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set, visit or