Letters To RainToday: Charles H. Green, Client Satisfaction Surveys

Article	Client Satisfaction Surveys: Yea or Nay?
Author	Charles H. Green
My Thoughts	I like the article. I am a proponent of surveys and performed for firms when I was in a leadership role for them and now on behalf of my clients in my own practice. I agree though, it's not about he work itself, it's about the relationship. I always, always conduct these in person and ask broadbased "get them talking" questions very much based upon communication and problem solving skills. I usually allow an hour which the user doesn't always want to allocate. That said, I have never left before an hour and 1/2 to two hours and even then they don't want me to leave. They are open about what's right and wrong. The clients on whose behalf I conduct these are very good about digesting the information, positive and negative and often use it to springboard the relationship into something far more positive. When surveys are conducted around the "human" issues they can be quite effective. Thanks for listening.
My Name	Phyllis Dubinsky
My Title & Firm Name	Principal, PDK Market Strategies