tag:blogger.com,1999:blog-35324813.post2629741851450661595..comments2024-03-23T03:39:09.089-07:00Comments on Construction Marketing Ideas: The "client satisfaction survey" is not the solutionConstruction Marketing Ideashttp://www.blogger.com/profile/16968597544299489425noreply@blogger.comBlogger4125tag:blogger.com,1999:blog-35324813.post-56872382222099961332008-04-02T09:46:00.000-07:002008-04-02T09:46:00.000-07:00Ford, this is valid -- it isn't intrusive and of c...Ford, this is valid -- it isn't intrusive and of course provides immediate feedback if there are any problems. The surveys many people detest (myself included) are the phone calls where someone is reading a script. I now simply decline to participate, and the company initiating the 'satisfaction survey' earns a black mark in my mind.Construction Marketing Ideashttps://www.blogger.com/profile/16968597544299489425noreply@blogger.comtag:blogger.com,1999:blog-35324813.post-1053189297970207842008-04-02T09:24:00.000-07:002008-04-02T09:24:00.000-07:00Mark:One firm I know sends a return-postage-paid p...Mark:<BR/><BR/>One firm I know sends a return-postage-paid post card about client satisfaction folded in every bill. They have about for multiple choice questions and a small place to write a comment. They are addressed to the CEO and go directly to him. Very few are returned. Those few that do are scorchers--clients tend to be most unhappy at the moment they recieve the bill--and the CEO deals with them immediately.<BR/><BR/>Ford HardingAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-35324813.post-90143975449959124982008-04-02T05:47:00.000-07:002008-04-02T05:47:00.000-07:00Tim ... a great comment.Surveys can work really w...Tim ... a great comment.<BR/>Surveys can work really well for chain retailers, restaraunts, and rental car companies, and others where there is a large volume of short-term transactional business at diverse locations -- the responses, especially any 'unhappy' ones can flag attention and result in remedial solutions. But does this type of approach make sense if you are working with clients commissioning architectural or engineering services, or hiring a GC for multi-million dollar project spanning several months or years....? Real relationships are everything, here.Construction Marketing Ideashttps://www.blogger.com/profile/16968597544299489425noreply@blogger.comtag:blogger.com,1999:blog-35324813.post-42497309056631353342008-04-02T05:26:00.000-07:002008-04-02T05:26:00.000-07:00Mark-You are right on here. I have been involved ...Mark-<BR/>You are right on here. I have been involved numerous times in the development of client satisfaction surveys, and every time I have found that they actually hinder the relationships with our clients. The issue with paper and online surveys is that they have a tendency to remind clients of our failings and not our strengths. <BR/><BR/>I have found that the opposite is true when an informal survey (no written questions) is given over a cup of coffee or lunch. It is in this relational context that our clients understand that we are truly interested in them and in serving their needs the best we can.<BR/><BR/>Thanks for another great blog!<BR/><BR/>Tim Klabunde<BR/>www.CofeBuz.comAnonymousnoreply@blogger.com