Follow These 8 Rules During a Face-to-Face Client Meeting

Updated: Aug 20, 2024

The power of human expression and poignant feedback is often far more meaningful than plain old spreadsheet data. So, the next time you have the chance, pull a client aside and ask specific questions about how you’re doing.

Your organization can always improve, and if you are proactive, you can turn a potential threat into a golden customer service opportunity. 

To ensure that both your client and your company get the most out of the exchange, remember these rules when you look your client in the face:

Rule #1: Be Prepared to Hear the Worst

Nothing is worse than when someone asks you for your honest opinion—you give it to them, and it looks like they swallowed a whole lemon. We must assume they are giving feedback, no matter how critical, because they care. So, if it’s negative, take their criticism and ask a simple “why do you feel that way?”

Your goal is to hear the “what” with a supporting “why” so you can improve upon it in the future. Whether negative or positive, these conversations are priceless for your business.

Rule #2: Ask Meaningful Questions 

The odds of doing everything great are slim for any business, so avoid broad questions like “How are we doing?” which will most likely yield a “great.” These open-ended questions are too vague to get a detailed and useful response. Instead, focus on asking specific, meaningful questions targeting particular business aspects. 

For example, instead of asking, “How is our customer service?” You could ask, “What are some recent customer feedback trends that have highlighted areas for improvement in our service?” This approach encourages detailed answers and actionable insights, which can help you identify specific areas that need attention or improvement.

Rule #3: Listen

No, we mean really listen. One of two things must happen when getting feedback. You either write down what they are saying or look them in the eyes, showing you are listening—ideally, a combination of both. When you are talking to a customer, specifically when asking for their feedback, there is no room for miscommunication. 

Active listening involves not just hearing the words but understanding the emotions and motivations behind them. Make sure to give your full attention to what they are saying. In other words, don’t take phone calls, have side conversations, or check email. 

Acknowledge what the customer says by nodding or giving verbal affirmations like “I understand” or “That’s a great point.” This shows that you are listening and encourages the customer to continue sharing their thoughts. 

Rule #4: Show You’ve Heard

Make it a point to show customers that you have taken their feedback to heart and put it into action. This can be as simple as an email or a phone call referencing your last meeting and some of the steps you’ve taken to address it. By acknowledging their input and demonstrating your commitment to making improvements, you build trust and show that their opinions are valued.

Say something like, “Thank you for shining light on something we strive hard for every day. Customers like you appreciate how we operate, and it wouldn’t be possible without you.”

Even if they shared positive feedback, follow up. Highlighting specific adjustments or enhancements reinforces that their opinions matter to the business’s development. 

Make it a point to show customers that you have taken their feedback to heart and into action.  It can be as simple as an email or a phone call referencing your last meeting, with some of the steps you’ve gone through to improve it.

Even if they shared positive feedback, still follow up.  There is something very nice about saying, “Thank you for shining light on something we strive hard for everyday.  It’s customers like you that appreciate the way we operate and it wouldn’t be possible without you.”

Rule #5: Maintain Professionalism

First impressions last, and that doesn’t just apply to dating; the same goes for business relationships. A professional demeanor sets the tone for a productive discussion. This means dressing appropriately and respecting the client’s time and opinions by being punctual and attentive. 

Professionalism also involves managing your emotions and responses. If the feedback is negative or hard to hear, remain calm and composed. Show appreciation for the client’s honesty and reassure them that their feedback is valuable and will be acted upon. 

Rule #6: Be Transparent

It’s no secret that transparency builds trust. When discussing feedback, be honest about what can be achieved and in what timeframe. If a client suggests an improvement that isn’t feasible, explain why and offer alternative solutions. This honesty shows that you value their input and are committed to finding workable solutions.

Share relevant information about your processes and decisions. Clients who understand the reasons behind your actions are more likely to be supportive and cooperative. Open communication fosters a collaborative environment where both parties feel involved and valued.

Rule #7: Follow Through on Promises

After the meeting, follow through on any promises made during the discussion. Whether implementing a new process, addressing a specific issue, or simply providing an update, keeping your word is always necessary. Clients remember actions more than words, and delivering on promises builds credibility.

To ensure you stay on track, set clear deadlines and communicate them to your team. Regularly update the client on your progress to show that their feedback drives real change.

Rule #8: Express Gratitude

Always end the meeting on a positive note by expressing your gratitude. Thank the client for their time, their feedback, and their business. Showing appreciation reinforces that their opinions are valuable and that you are grateful for their contribution to your company’s growth.

A simple “Thank you for your insights; they are incredibly valuable to us” can go a long way in strengthening the relationship. This will leave the client with a positive impression and encourage them to continue providing honest feedback in the future.

Main Takeaway

Face-to-face client meetings are invaluable opportunities to gain insights and strengthen relationships. By following the rules mentioned earlier, you can ensure that both your client and your company get the most out of the exchange. Effective communication and proactive responses to feedback can even turn potential issues into opportunities for improvement. 

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DISCLAIMER: The above material has been prepared for informational purposes only, containing opinions of the provider and is not intended to provide, and should not be relied on for, tax, legal, or accounting advice. Please consider consulting tax, legal, and accounting advisors before engaging in any transaction.