If you were to analyze your firm in depth, how would you see it? Good, excellent, top-notch, the mother of all firms regarding its efficiency, swiftness and success?

It is always important to bear in mind our strongest issues, but the weakest ones are also key for our development and growth in a sustainable manner.

Pay close attention to this: who’s better prepared to jugde your performance than your client? Not just any client, for sure.

Try this self-appraisal exercise:

Pick three of your closest and best clients.

Ask  them three or more questions aiming these goals:

• In a zero to ten scale, how does the client rate your firm?
• Once the client has rated your firm, what is the firm going to do to raise that grade?
• Are you aware of other issues, approaches or debates from other firms?

Let’s consider a client’s answer to these three questions:

The client, for instance, graded your firm with a 7 mark answering the first question, adding that he spends to much time at your reception desk waiting for your people to see him; he can’t ever get a coffe while waiting, his matter is taking too long to come to a closure and to third question he says that another firm has called him on a new approach on a diverse subject while your firm never called, ever.

Those who deal with clients know that this portrays a daily and typical answer. Thinking this through, it might look as if the client is on the verge of dismissing completely your services; the truth is that the client wants to keep on dealing with you, up to pointing out the problems with your firm!

He made his complaints, he’s not satisfied how he is being delt with, your firm does not keep him properly updated, there’s no coffee and nobody refills it. Concluding, there’s a lot to be considered and solved.

And the third question? If there is a new approach, go through it in your firm and then take it to your clients.
If you already thought of that new approach, then you’re not taking it to the clients, though you could. The third question is itself a real opportunity!

Ask today those three questions to your most special clients, then answer this: What has  changed about your self-appraisal?