Strategies for Encouraging Honest Feedback from Clients

Feedback is your ally, not your enemy. It's tough to hear; tougher to ask for. But you should do it, whether you’re the leader of an organization or an individual contributor. How to solicit it effectively? Here are five steps. Embrace discomfort as growth. It's hard to hear we’re not perfect. But let’s be honest, we know we’re not. Getting feedback can help us see our blindspots and make us better.  Ask a focused, but open-ended question. Instead of asking, “Any feedback?”, ask questions that invite specific insights, like “What’s one thing I could stop doing or do differently to better  ___?” Fill in the blank with an area you’re hoping to excel in.  Give the feedback-giver time to think. If you’re asking it in-person, it can be as uncomfortable for the feedback giver as it is for you. If you’re asking through a survey, consider making it anonymous so people can give open, honest feedback. Listen with the intent to understand, not to defend. Acknowledge the feedback without judgment. Look for the kernel of truth in it.  Act on feedback and communicate back. Show you value their input by taking visible action. Close the feedback loop by sharing how you’ve implemented the suggestions or why certain advice couldn’t be acted upon at this time. This shows your commitment to improvement and encourages continued honest dialogue. I’ve observed leaders engage in “feedback theater” – soliciting feedback to appear to care about their team or organization, but dismissing it and moving on. In contrast, some leaders genuinely want feedback, but then ignore it, even when it’s specific and consistent. These behaviors effectively erode trust, disengage teams, and undermine commitment. Embracing feedback with courage, humility and a commitment to growth not only elevates your leadership but also builds a foundation of trust and transparency.

From rising through the ranks in investment banking to coaching future leaders, I know feedback is the secret to success. In my 25+ years, I’ve seen how timely, well-asked feedback can unlock promotions, raises and career growth —don’t wait to ask. 1 - Ask for feedback in a timely manner - as soon after the event (eg presentation, meeting, research paper, sales pitch, etc.) as possible. ⭐ Avoid waiting too long to ask, as memories can fade over time. ⭐ Choose a time when the person can focus on your request - scheduling 1x1 time, go for a coffee, etc. - strive for an environment with few distractions. ⭐ Give the person a heads-up that you’ll be asking for their feedback, so they have time to prepare. 2 - Ask someone who you TRUST and will be honest and forthcoming ⭐ Be careful not to be tempted to ask people who you know will provide positive feedback. (Personally, I like to ask a pessimist/glass is half empty personality). 3 - Be CLEAR and SPECIFIC on what you want feedback on ⭐ EXAMPLE - Don't say "How Am I Doing?". Be more specific and say "Can you provide feedback on how I at the sales pitch with Client ABC" 4 - Ask for EXAMPLES ⭐ EXAMPLE - "When you say I sounded nervous during the pitch, what specifically did you observe? Was it my body language, the way I spoke, the pace of my speaking, etc.?" 5 - Be OPEN and receptive to the feedback and do not get defensive ⭐ If you are defensive, you can discourage the person giving you honest feedback (or any feedback at all) ⭐ Realize that PERCEPTION IS REALITY. If the person provided feedback that you do not agree with, realize it is their reality (and likely others as well). 6 - Put an ACTION PLAN in place to address the feedback. ⭐ Ask the person providing feedback for their views on steps you can take to improve. Be grateful and thank the person who provided you feedback and ask them if you can follow up with them in a few weeks time to see if they have seen improvement. I also like to encourage them to share TIMELY feedback with me whenever they notice something. P.S. Want help with your development needs ⭐⭐ I can help. DM me now or email me at craigbroder@emergingedgellp.com. ♻️♻️♻️PLEASE REPOST AND SHARE WITH YOUR NETWORK ♻️ ♻️♻️

Back in 2019, Kris, CEO of Sendoso (one of our partners), flew into Chicago. We grabbed lunch, and I asked what brought him into the city. He said, “I’m just visiting clients to get feedback.” He’d been all over the country doing the same. At the time, Sendoso was a couple of years into scaling, but here was the CEO, personally making the rounds to see how things were going. While this may not be possible or even critical for every organization, getting feedback is. Typically it comes in the form of a generic email form that gets deleted as soon as it’s received. Kris took a different approach to make it personal and real. That stuck with me. I’ve similarly made it a habit to stay close to the people we work with, reaching out one-on-one, asking things like: What’s working for you? What’s not? How can we do better? Sometimes it’s a quick call. Other times, it’s sitting down over coffee or lunch. And I find it significantly more effective. Larger organizations can do the same by breaking it down a bit. Segment your client base and identify high-impact opportunities to connect personally with key accounts. You could also schedule regional meetups or virtual town halls to engage multiple clients at once without losing the personal touch. Clients are much more honest and forthcoming when you take the time to personally ask.