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Client Speak: Client Feedback ' Best Practices

By Donald E. Aronson

In the July 2011 issue, Part One of this article indicated that the Best Practices would be segregated as between the How and the By Whom. Part One also listed the nine components of the How best practices. It then went on to describe the first four; the remaining five will be described herein. (The By Whom best practices will be discussed in Part Three of this article, which will appear in the November 2011 issue.)

While a Client Feedback Program (“CFP”) may incorporate interviews (in-person and/or phone) as well as surveys (written or online questionnaires), this three-part article is oriented primarily toward interviews, which are what you'll want to use with your Tier 1 ' i.e., most valuable ' clients.

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