Authored By: Candace Whitman
After a case is closed, you shouldn’t just say goodbye to your client. There is valuable insight to be gained from clients who have fully used your services. Conducting an exit interview or creating a survey to give to clients after their case is closed could provide you with ways to improve how your business functions. Stephen Fairley, CEO of the Rainmaker Institute, provides several questions that you should ask your clients after their case is closed. We have listed a few of these questions below.
What did you like about our services?
This question will give you and your team an idea of what is most important to your clients. It will tell you what you are excelling at and what your firm needs to continue to focus on.
What could we have done differently?
Constructive criticism is an important part of the improvement process. In order to continue growing, your firm needs to know what needs to be fixed.
Would you refer us to friends and family?
This question is a great way to see if your clients are satisfied with their experience at your firm and remind your client that you appreciate referrals. Fairley says, “Tell them what a good referral looks like to you by explaining the profile of your ideal client. Instruct them on the best way to make a referral to you — if you prefer an email introduction or a phone call.”
To read the full article from the Rainmaker Institute, click here.
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