Full Sail Partners Blog | Project Management (8)

What are the major productivity killers for firms in the Professional Services? For most firms, some of the biggest ones revolve around information overload, duplicated effort and other inefficiencies. 

Fortunately, team collaboration tools can address each of these areas — and thus have a positive impact on the productivity of individuals and teams throughout an organization. 

First, let’s consider the element of information overload — which for many people is exemplified in the form of an overflowing email inbox. We all know the frustration of seeing fifteen different emails with the same subject line, where people are actually commenting each other’s earlier messages — and then trying to untangle the sequence of the discussion to make some sense of it. Not only does this type of information overload take time to sort through, but the reality is that with so many emails piling up, important messages can get lost or go unread. 

Another major factor that negatively affects productivity is duplication of effort. It’s common for multiple people in a firm to be working on the same problem — but is some cases, rather than working as a team, they’re operating in unconnected silos. Even if the whole team was in the same meeting, subsets of the group may have informal follow-up meetings, or even chance encounters in a hallway. Any one of these can result in parallel (and duplicated) efforts. 

Inefficiencies come in a variety of flavors, ranging from the annoying to the scary. One of my favorites is the issue of document versioning. This is especially likely when multiple people are working separately on the same document. Unless a firm has a solid solution in place, it’s all too likely for multiple versions of a document to spring to life, each with its own edits and authors. Sorting through the different versions to create one final document can be a time-consuming source of frustration. 

Real team collaboration is a beautiful thing

Now let’s switch gears and talk about some of the productivity gains a firm can realize by implementing effective team collaboration tools. 

One of the most essential functions that collaboration tools perform is organizing team members’ communications into a centralized repository of conversations around specific tasks and issues within the project. In the Kona tool, for example, individuals can have conversations with one colleague, a small group within the team, or the entire team. They can also see the various subtasks, view a centralized project calendar and share information with the entire team. 

Team collaboration tools can enable project managers to set up their groups so that certain members are able to see all conversations, while others have a more limited view. This capability can be especially critical when collaborating with clients. 

Kona in particular has found an effective way to address the problem of sharing documents among members of a team – one that ensures that everyone is working off the latest version. Instead of sending colleagues the actual document as an email attachment, users can send links to where the master files are stored (including such online services as Dropbox, Box or Google Drive). 

Last but not least, when collaboration tools are web-enabled, like Kona, they’re ideal for optimizing the way people work in the real world. After all, not all of our productive time is spent at work; we can also be productive when we’re in between doing other tasks, whether at home, on business trips or elsewhere. Team collaboration tools allow individuals to continue being productive, wherever and whenever inspiration hits. 

Summing up

Until a firm finds an effective way to address factors like information overload, duplication of effort, and inefficiencies, its productivity will probably suffer. Team collaboration solutions may hold the key to making the most of your team’s collective abilities — and at the same time, minimizing the overlaps, dropped balls and other issues that may be limiting your productivity.
 

The weather this winter has played havoc with the daily lives of millions of individuals, as well as countless businesses. 

One industry that has felt the impact in a unique way is that of professional services firms. These firms rely heavily on collaboration among their team members to manage and work on their projects. Unless they were already prepared to allow employees to work remotely, when the bad weather hit, many of them had to simply shut down until employees could once again manage to get to the office. 

Fortunately, technology is offering better and better project collaboration tools that allow team members to work together no matter where they’re located. But that’s just the tip of the snowdrift, so to speak. These solutions also make life easier for individual project managers and team members, increase the amount of creative collaboration among members of the team, and ultimately result in better projects. What’s more, they allow firms to easily include clients based in other locations, helping to maintain and build communication when meeting face-to-face isn’t an option. 

Let’s look at some of the key capabilities that effective project collaboration tools enable within a firm.

• Communicate with anyone, anywhere, anytime. The most essential capability is making sure all the people involved on a project are able to effectively communicate and collaborate with each other. Any given project can include various employees and teams within the firm, as well as assorted external individuals, such as client representatives, consultants, and attorneys. A group this diverse often presents challenges in terms of finding communication channels and applications software that everyone can access and use — whether from their desktops, laptops, tablets, or smartphones.
• Organizing the work. A second major function of effective project collaboration tools is to manage the tasks that are involved in each particular project. This function allows the project manager to use a central, intuitive resource to manage the many individual deadlines that are typically managed through email and Excel spreadsheets to complete milestones.
• Streamlining document management. A third major function that effective collaboration tools address is that of document-sharing. Using a tool such as Kona, for example, allows you to share documents that your entire team (including external members) can view. As a result, instead of searching through dozens of emails to find the documents you need, you and your team have a centralized location. In addition, users have the option of uploading files directly to Kona or using other file-sharing solutions, like Dropbox, Google Docs, or SharePoint.
• A better view across projects. An effective project collaboration tool allows project managers to have a view across all the projects they are managing. As a result, they not only have insight into the specific tasks, conversations and files for the current project, but can also view upcoming tasks and new conversations and files in one widely-accessible environment. 

Better collaboration, better results

For firms in the professional services space, project collaboration tools offer a wide array of functionalities that can help improve not only the interactions of a given project’s team, but ultimately, the quality of the ideas and solutions the firm delivers to the client. An added benefit of technology-enabled collaboration is that it can help create a better experience for the clients involved — and that can help a firm differentiate itself from its competition.

When you improve project collaboration, you improve your organization’s ability to develop innovative products and processes. What are some specific strategies you should employ to get to a more collaborative environment? 

1. Focus on goals. The most effective project collaboration tends to be aimed at a specific goal or goals. So a natural place to start the process is with a discussion of the pain points/problems for a given project that the team is trying to address. Starting in this way ensures that team members share a specific understanding of what success will look like, and also makes it easier to take periodic measurements of the team’s progress and compare it against the established goals. 

2. Create small, diverse, nimble teams. The best way to encourage collaboration on a team is to keep groups small and diverse. For inspiration, consider that one of history’s most prolific inventors, Thomas Edison, liked to organize his people into teams of 8 or less that included a variety of disciplines (his light bulb team, for example, included chemists, mathematicians, and glassblowers). Fortunately, collaboration tools on the market make it easier than ever to include team members not only from different parts of an organization, but from different parts of the world. 

3. Build trust. To improve project collaboration, it’s crucial for team members to trust and respect one other. In a similar vein, they must be sure that management is supporting them, providing the time needed for collaboration, and giving credit where it’s due. If you’re assembling a team with members who are working together for the first time, consider team-building exercises that allow the members to get to better know each other and their work/communication styles — building cohesion and trust in the process. 

4. Choose appropriate tools. We live and work in the age of the app — and that’s good news for organizations that are seeking to improve project collaboration. There are many software tools that empower collaboration — not only widely-known ones such as DropBox that facilitate file sharing, but also other, lower cost (and even free) tools for screen sharing, real-time chats and IMs, scheduling and more. Click here to read about our five favorite collaboration tools. 

5. Appreciate different approaches to technology. Ultimately, you’ll want your team members all using the specific collaboration tool or tools that you select, for ease of management and cost effectiveness, if nothing less. That being said, it’s helpful to keep in mind that not everyone may be ready to adapt to the new technology at the same time (“hey, what’s wrong with me just collaborating via e-mail?”). Be realistic, and build a process and schedule that allows time for bringing every member up to speed on the new technology. 

6. Allow sufficient time for success. Evolving to a more collaborative environment is not a simple or quick process. Rather, it requires changes in not only how group members work individually and together, but also in the level of trust that the individuals have in each other and in management. Try to manage expectations in such a way that you maintain enthusiasm for the new possibilities the process will enable, with the realism that success will not come overnight. 

7. Effectively capture information and ideas. Last but not least, make sure your have a system to capture and store the group’s collective work, as well as individual members’ contributions. Unlike using simple email for communication among team members, the leading collaboration tools create central repositories where communication and documents can be archived for later referral — a very useful capability to have throughout a project, but especially when a key team member leaves. 

Gentlemen (and ladies), start your collaboration engines!

Collaboration may seem like just another corporate buzzword … but for the most part, the strategies underlying it are not too different from your other tried-and-true business practices. By carefully establishing and guiding your project teams, equipping them with the most effective collaboration tools, and managing expectations appropriately, your organization can be on its way to far more innovative and responsive products and services. 

Ready to begin collaborating as a team? Read our below blog to learn how to work more cohesively:

From the treehouse, to the garage, to the conference room, and now to the web, we’ve been doing group collaboration all of our lives. We’ve done it so much that we rarely, if ever, think about the finer details that really make the difference between a pleasant journey and a treacherous adventure.  

Over the years, I’ve managed or participated in dozens hundreds of projects. I am great with communicating with people, a whiz at technology, and even pretty savvy with interpreting human behavior. Doing all three, while trying to get something done, is a challenge. I’ve learned a few things about group collaboration and the lessons are equally applicable across tools and platforms. 

Be Captain Obvious.

Be careful not to assume that everyone knows why they are assembled and what the objective is. Often, team members find themselves gathered without a complete understanding of the purpose, goal, or constraints. Too often, leaders assume that all group members have (or remember) all the details they need. The first activity using your tool of choice is to lay the groundwork. Create an accessible communication that defines:  

• The final objective and it’s priority relative to other objectives in the organization
• The team members and their roles, including the leader
• The stakeholders
• The due date

Revisit the communication frequently and highlight changes to the originally stated information. 

Even anarchists use sign-up sheets for potlucks.

No group can function devoid of guidelines on structure and communication. Guiding the team’s administrative characteristics does not quash the creative spirit. Providing structure saves time and minimizes confusion, thus encouraging the collaboration. If you don’t want to appear as dictatorial, address the appropriate considerations during the first meeting and let the masses decide. 

• Define acceptable means of communication
• Explain how documents and collateral are to be managed
• Detail how activities outside of the group collaboration tool will be memorialized inside of the tool
• Choose a process for moving seemingly off-topic elements to the appropriate venue 

When members lose their way, communicate the guidelines again. AND be willing to change previously defined processes that don’t work. 

Hammers are used to hit nails, not fingers.

“It’s really uncomfortable telling people what to do. Peer pressure goes a really long way. Can’t the software produce a list for everyone to see?” 

Really?!  Seriously?! 

Frequently, we use tools to get us out of doing the things we don’t want to do. Group collaboration tools are meant to encourage the flow of ideas and communication. No collaboration tool creator has ever recommended that you use the tool to publicly shame non-performing members. Like alarm clocks, annoying reminders can be shut off (or even thrown across the room.). The alarm clock does nothing to get us out of bed, but the boss sure does. 

• Communicate tasks and due dates clearly
• Ensure that the responsible party understands the dependencies
• Follow-up on at-risk tasks appropriately (read: personal phone call) 

Let the tool serve in its capacity and you serve in yours.  

If it quacks like a duck, it’s probably a frog.

When the group collaboration tool is not yielding the success you expect, don’t blame the tool. When we find ourselves ready to throw up our hands and go back to another tool or no tool at all, it’s best to investigate for root causes and make adjustments.

• Audit the participation of team members.  Spend one-on-one time with those who are not engaged by reviewing the project while using the tool.
• Review how the tool has been laid out for use in the project. It is possible that features have been overlooked or are being used improperly.
• Solicit suggestions on improving the use of the group collaboration tool.  If someone speaks up, the ensuing discussion will uncover misunderstandings or create opportunities to collaborate on finding a solution.  Either way, collaboration has taken place and a connection made. Win-win.

None of us are new to working in groups. Each of us brings the baggage we’ve accumulated from previous collaborations to our newest venture. The best thing we can do is to zero the scales, define, communicate, and revise. Group collaboration only works if the group is spending its time collaborating and moving easily from task, to topic, to task. Take the guesswork out of how to function within the group and use the group collaboration platform to propel the group.

Almost everyone has heard Thomas Edison’s famous quotation about genius being “one percent inspiration and ninety-nine percent perspiration.” Far fewer people stop to wonder exactly what Edison was sweating about. 

The answer is, Edison was not only working on the various inventions for which he’s well-known, but also on the emerging discipline of R&D itself. Even as he and his team were cranking out one technological marvel after another, one of Edison’s ongoing areas of interest was in improving collaboration in the workplace. 

According to Sarah Miller Caldicott (who happens to be Edison’s great grandniece), the world’s most prolific inventor developed a methodical approach to nurturing teamwork and innovation among his workers. In her book on the subject, Midnight Lunch: The Four Phases of Team Collaboration Success From Thomas Edison’s Lab, she describes the little-known, behind-the-scenes processes that Edison pioneered to create and sustain high-performing teams. 

Caldicott does a great job of finding insights into Edison’s approach that have relevance for businesses today, so I highly recommend checking out her book. In case you don’t have time to read it yourself, I’ve synthesized some of Caldicott’s key observations with current best practices in collaboration. For starters, I’ve identified three major areas where organizations often make mistakes that prevent them from improving collaboration in the workplace. 

Mistake # 1: Keep doing business the old way.

It’s natural to keep using the same tools and processes that have worked for you in the past. However, your competition is probably hard at work trying to figure out a faster, cheaper way to put you out of business. So “sticking to what works” may put your organization in an increasingly vulnerable position. Fortunately, there’s a constantly expanding variety of tools that can help you maximize your ability to collaborate. 

One of Edison’s interesting approaches to fostering collaboration was the “midnight lunch.” These were regularly scheduled but informal get-togethers where his engineers got to know and trust one another better, increasing their ability to communicate and work as a team. In today’s business environment, technologies like Kona and Skype may make it easier for teams to exchange ideas, but many people who write about collaboration still point to the effectiveness of starting with face-to-face meetings and then evolving to virtual collaboration as time progresses. 

In Edison’s day, the products of collaboration were obviously analog — although many of their ideas existed only in their heads, a great deal existed on paper as well. If a team member left, much of their work and insights could literally be passed out among team members. In today’s world, we are meeting the need by creating central repositories of files and communication — so if a team member leaves, all their intellectual property doesn’t leave with them. 

Mistake # 2: Assemble the wrong type of team.

The ideal size team for collaboration depends on a variety of factors — including the complexity of the work, the products the group is expected to generate (and the timeframe for doing so), and how often, if ever, the team needs to convene in person. 

For what it’s worth, Edison preferred smaller, more cohesive teams of between two and eight members, according to Caldicott. In addition to hosting the “midnight lunches” mentioned above, Edison also tried to ensure a mix of disciplines and areas of expertise on each of his teams; Edison’s light bulb team, for example, included chemists, mathematicians, and glassblowers. To put it another way, Edison and his colleagues were focusing on diversity decades before the term was ever used in a business management context! 

Mistake # 3: Take your eye off the ball.

One other lesson to be learned from Edison is to take the long view on collaboration. Real impact is not a short-term gain or achievement, but rather an investment of energy and resources that will eventually bear fruit. 

Taking this perspective, it’s easier to realize that mistakes can be just as instructive as successes. When Edison was only 22, he had his first flop:  An electronic vote recorder that legislators declined to adopt. Following that experience, Edison changed his focus to the consumer instead, and never regretted the decision. 

Another lesson Edison teaches us is to keep an eye on the market, and be ready to make adjustments as necessary. For example, he and his team ushered in the era of electricity, and then continued to invent new applications that used the increasingly available power source; other inventors ignored electricity at their peril. (For a more recent example of how not to do things, look no further than Kodak, which failed to adapt to market changes and is playing catch-up with hundreds of more innovative, nimbler companies.) 

Has the light bulb over your head turned on yet?

Most companies would consider themselves to be phenomenally successful to have even one innovation on the level of the light bulb, the motion picture, the phonograph, or any of the hundreds of other inventions and patents credited to the Wizard of Menlo Park. But by making the most of the collaborative tools and strategies for improving collaboration in the workplace mentioned above, your company can at least maximize the chance that your teams will do their very best work. 

As the New Year begins, most businesses, including ours, look for ways to drive even greater success than last year. If you are like most professional services firms, you evaluate project performance based largely on the efficiency with which the project is completed.  Unfortunately for most firms, they only look at half of the equation.

Evaluate Client Feedback for the Full Picture

Client feedback should focus on helping clients achieve the long-term success they desire by measuring all the metrics important to project performance. As the title suggests, this includes measuring both financial metrics and client metrics. Client metrics measure how well your process is meeting your client’s expectations at each stage of the project. If your team is not asking whether their client’s expectations are being met, they are making three dangerous assumptions:

1. An existing project delivery process will meet a new client's expectations (or a new project manager will meet an existing client’s expectation)
2. A client’s expectations of the project manager they have worked with before is not influenced by external factors
3. You and the client have the same understanding of project communication, deliverables, etc.

Benefits of Client Feedback

When your firm uses real-time, project-based feedback, you give your clients the opportunity to share their changing preferences and priorities with you throughout the project. You eliminate the assumptions that can result in poor project performance and unmet expectations. You strengthen your relationships with your clients as they realize that you really care about their goals. Ultimately, because the feedback you request is designed to benefit your client, you also give them the ability to help you help them achieve the success they desire.

Some of the benefits of improving your project performance and creating success for your firm include:

• Establishing a reputation as experts, elite players with a premium brand.
• Reducing or eliminating re-work and scope creep
• Becoming the ‘go-to’ firm
• Impacting the bottom line by providing a steady stream of profitable work

As 2014 gets underway, let’s challenge ourselves. Instead of measuring the same things you have in the past and expecting different results, take the strategic step of tracking the metrics that matter. Just like, Peter Drucker says, “what is measured improves”.  So the question to ask yourself is: Are you measuring the metrics needed to create the success you desire? Click below to learn more about measuring client metrics to create firm success. 

What is forecasting? Forecasting is a tool that many professional services firms use to help management make decisions based on past and current data trends. 

There are two types of forecasting we will focus on in this article: 

1. Utilization forecasting
2. Cash flow forecasting

For professional services firms, forecasting starts with the analysis of the work that is yet to be performed and equating that to overall firm revenue. The revenue then becomes the basis for the accountant to project cash flows coming in, considering average day’s receivables, to drive what cash is available versus the cash required to cover current expenses.

Without these forecasts, it makes it much more difficult for management to schedule, staff, plan or perform the work in production that is necessary without them sitting up in bed at night on a regular basis. 

So let’s break the process down into steps and then focus on the key benefits of what is forecasting. 

1. To properly track utilizations, it is important to establish two budgeted figures, target utilization and available utilization. Both should be established for every staff person and documented by employee in your system.
   Definitions:

• Target Utilization is a function of the targeted billable hours over the standard hours in the work week.
• Available Utilization is a function of all available hours minus just the benefit hours.

One engineering firm we are working with used to post the labor utilization “curves” on their message board in their lunch room and it was measured against budgeted utilization for the year as a constant.  This singular graph showed what the firm was projecting for scheduled utilization against target and available which kept staff cognizant of both the need to schedule fully.  The graph also served as a tool for staff to promote billable hours against project deadlines.

From this data, management was able to see the most important single factor for the firm, how far out they were scheduled, and if they needed to adjust staff or move project timelines to increase project throughput.  Since labor costs against labor revenue is the single most influential impact on a firm’s bottom line, forecasting in this way had this firm’s management sleeping better, while it also empowered the firm’s staff to keep an eye on utilization. 

Since this level of tracking was in place at this particular firm, it also allowed their senior financial person to produce informative forecasts of revenue, which in turn, promoted the morale of everyone in the firm. 

To note, when the firm had many proposals out with the results tracking per the graph above, and the firm had the ability to look at un-scheduled but awarded professional service hours as well, they knew when staffing could not meet the demand of the impending work and were able to stage clients expectation with delivery dates or let HR know that hiring was needed on the horizon. 

So, is your firm enabling forecasting to better win work and deploy resources? If not, after reading this blog do you recognize the importance of implementing forecasting at your firm? I would forecast that the answer is “yes”!  

Achieving consistent project profitability while maintaining strong client relationships is at the top of most firms’ goals and objectives. And, while there are certainly a number of variables that must be integrated to make this happen, asking your clients for feedback during the project plays a valuable role. I’ve identified two scenarios that are common in the A/E industry. Incorporating feedback into your project management process has been demonstrated to have a positive impact on both.

Reduce (or eliminate) Re-work

Streamlining the project delivery process is essential to creating project efficiencies that lead to increased profit on your job. But there are pitfalls to this approach unless you are getting regular project feedback from your clients. Let’s look at a scenario:

You have done projects for one of your best clients for more than 10 years. You have developed a delivery process that seems to be working for them and it eliminates the need for your team to reinvent the wheel each time. Enter the new client project manager. This individual has their own set of expectations regarding how this project will proceed. And, although you all believe you were aligned when you left the kick-off meeting, suddenly there are 10 pages of comments to your first major submittal. They don’t like the format, they feel you have left out critical information, and generally they are looking for you to fix the problem which will require some significant re-work on your team’s part.

How could project feedback have avoided this outcome? Firms that have integrated gathering feedback into their project management process understand the importance of requesting feedback after each milestone meeting or deliverable. In this scenario, a feedback request would have been sent after the initial meeting perhaps after the submission of the meeting minutes. This would give the project manager the opportunity to uncover gaps in expectations with this new project manager. Before his team began to move forward on the project, these gaps can be closed. In this scenario this would have meant deviating from the streamlined process at least a little, but that knowledge and flexibility would save many hours of re-work that kills a project budget.

Avoid Scope Creep

Scope creep is something most A/E firms understand all too well. You know what is needed to complete the project but the client is extremely cost conscious and asks you to remove several items to lower your fee. Depending upon the experience of the project manager involved, they may be able to complete the project to the client’s satisfaction. However, doing so will quite likely result in a lower profitability for your project. Let’s look at a scenario:

You have been asked to design a renovation for a commercial building for a new client. This type of work is your specialty. You know all of the elements that will be needed to meet your client’s expectations for a successful project. However, when the client asks you to remove about 5% – 10% of the scope so that your fee will fit into their budget, you agree because this is a client that you really want to work with and your staff is a little light on work at the moment as well. As the project progresses, you run into problems because of the scope you removed and the client ‘forgets’ they asked you to remove these items and asks you to do what is needed to complete the project. Rather than ask your client for an increase in fee, you just finish the project with the fee you have been given. This involves both you and your team working extra hours and your profit still takes a hit.

How could project feedback have avoided this outcome? Because this is a new client let’s assume that the opportunities to use feedback to avoid the fee reduction in the first place are limited. Requesting feedback from your client throughout the lifecycle of the project however, can play a significant role when the scope items you removed come back into play. Each time you send a feedback request to this client you are giving them the opportunity to let you know how well you efforts are matching their expectations. You are building the relationship with them that lets them know that you value your relationship with them and it is your goal to ensure the project outcome meets or exceeds their expectations. When the moment comes that the scope items you agreed to remove become essential to the project, this relationship will make the conversation to request additional fees more comfortable for both of you.

Interested in learning more about using project feedback to increase profits?
 

Your firm is committed to using client evaluation surveys to ensure project success. So what do you do when your client gives you all high marks and you just know it isn’t true?

Recently one of our clients shared a story with me in which she was faced with this situation. Megan had been working on a project for Dee for several months. During this time there were a lot of times – certainly more than typical – when Dee came back with comments like, ‘well, that is fine but…’ Megan continued to feel that as hard as she tried to meet Dee’s expectations, there was something that was just not adding up.

For a number of years, Megan’s firm had elected to use client evaluation surveys. As a result, and because Megan really wanted to create a successful project for Dee, she decided to send her a survey. The survey asked Dee to consider specific points in the project process. It gave her a chance to share her thoughts on how things were going. The goal of the survey was to hear what Dee felt was important and to allow Megan to uncover what processes Dee felt were working well and which ones might be adjusted to work a little more smoothly.

Much to her surprise, the survey came back with all top scores and the comment, “I just love working with Megan!”  

Since her purpose was not to receive accolades but to serve her client more successfully, Megan gave Dee a call. She told her she really appreciated her taking the time to complete the client evaluation survey but she was a little concerned with the high scores. She told Dee, “I really enjoy working with you as well but I just feel that there is some way in which I could be serving you better.” Dee told her that she gave her the high marks because she knew other people would be looking at the scores. She said she really did like working with Megan and didn’t want her to get into any trouble.

Megan thanked Dee and told her she really appreciated her thinking of her. She was quick to add, however, that she (and her firm) actually appreciate knowing what their clients are thinking even if the survey comes back saying that the client is not completely happy with something. She pointed out that the reason her firm uses client evaluation surveys is because they are committed to providing their clients with the best possible experience.

So how does the story end? Megan and Dee had an excellent conversation. They talked about the processes Megan was using on the project and agreed on a few minor adjustments that Dee felt would really work a little better for her. In the end, the client evaluation survey actually worked just as intended. Even though the high scores did not accurately reflect what was going on in the project at that time, it opened the door to an excellent conversation.
 

Each of your clients, like you, are individuals that have a unique definition for what a positive client service experience means to them. We can no longer treat everyone the same way – it just doesn’t work!  Sending client surveys gives your firm the opportunity to ask clients what that terrific experience looks like to them – each of them. It also gives you the chance to show that your firm is serious about their satisfaction and to build stronger relationships. As a result of the thousands of survey results and comments we’ve seen, we wanted to share with you the top 3 reasons clients want you to send them a client survey.

1. Ease or Dis-ease: Your clients want to be at ease in their relationship with you. They hired your firm in the first place because they believed you could provide them with something they needed. So what happens when something is not exactly right? We all know that tension we feel when some relationship we have is not flowing smoothly. Your clients feel the same way. When you send them a client survey and give them the chance to let you know that something could be a little better, it creates a greater sense of ease for them because you gave them a voice. 

2. Build Trust: Trust is a funny thing, it takes time to build and usually involves both positive (and negative) interactions. We all want to be seen as ‘an expert’ for our clients and sometimes may think this means that there are never any miss-steps or misunderstandings. Clients understand that nobody is perfect – what they are looking for is corrective action when something has not gone as expected. The interactions you have with your clients often have consequences you may not even be aware of – how they look to their team, their boss, maybe their clients. When you send a client survey and follow up in a timely manner, your clients grow in their trust that you will handle situations in a positive, professional manner. 

3. Creates Affirmation: Everybody wants to be appreciated and acknowledged. In fact it is such a basic human need, that we hear and read about client appreciation and satisfaction in a great many marketing materials. The reality is however, that more times than not, these are empty words and there are no actions behind the words.  When you send a client survey and follow up, your actions, not just your words, tell your client that you value them, their input, and their satisfaction. That is a very powerful message.