You're struggling to build a strong relationship with your client. How can evaluations help you improve?

Tal vez por la herencia de la palabra "evaluación" desde que la escuchamos ya intimida un poco, sin embargo los años pasan, nos volvemos adultos y entendemos porqué se vuelve importante evaluar: porque nos ayuda a entender, y entender nos ayuda a tomar decisiones. Ahora las evaluaciones vienen en todos los colores y sabores, desde las más simples hasta las más estructuradas, lo importante es que cumplan su propósito: se ejecuten sin sesgos y nos den información de valor.

Acredito muito na eficácia dos métodos de avaliações abaixo, por nos ajudar a diagnosticar causas de insatisfação e desenhar a melhor estratégia de retenção: Cliente Oculto ou Misterioso NPS Net Promoter Score

Evaluations serve as a valuable tool for identifying areas of improvement, understanding client needs, building trust, enhancing communication, setting clear expectations, demonstrating growth, and fostering dialogue. By actively soliciting and acting upon feedback, I can continually refine my approach and strengthen my relationship with the client.

Aprende-se a identificar a perspectiva do cliente, ou o valor do seu produto ou serviço, pelo NPS. Muito boa sua orientação!

Evaluations are systematic assessments of a project, service, or relationship that measure performance, identify areas for improvement, and ensure alignment with expectations. By conducting regular evaluations with your client, you can gain valuable feedback on your service delivery and performance. This process allows you to understand your client's perspective, uncover any dissatisfaction areas, and recognize opportunities for enhancing your service. Implementing changes based on evaluation outcomes demonstrates your commitment to meeting your client's needs and can significantly strengthen the relationship.

O processo de avaliação é um termômetro para medir o relacionamento entre o fornecedor e o cliente. Quando a avaliação é aplicada com muita seriedade, transparência e verdade, ela passa a contribuir consideravelmente com a melhoria do produto e/ou serviço. Todo cliente gosta de ajudar uma marca que ele compra e respeita. A avaliação de um cliente leal, seja positiva ou negativa, é o principal feedback de um fornecedor.

Evaluations often involve getting feedback directly from clients. This feedback can be invaluable in understanding their perspective, concerns, and preferences. It provides you with feasible insights on how to better meet their needs and expectations.

Las evaluaciones son importantes porque alguien algún día dijo "lo que no se mide, no se puede mejorar", y tenía razón. Pero la tenía porque en primer lugar, todo es medible, repito, todo con la evaluación correcta puede ser medido. Por eso las evaluaciones son importantes porque nos permiten hacer checkpoints a lo largo del camino que recorremos para que la continuidad de recorrer dicho camino cada vez tenga una mejor experiencia. Porque cuando algo se mide es más fácil encontrar maneras de mejorarlo.

Evaluations allows us to assess what aspects of our client interactions are working well and where there may be room for improvement. We can gain a better understanding of our clients' needs, preferences, and expectations we can tailor an approach to better meet their specific requirements and deliver exceptional service. Consistent evaluations demonstrate our commitment to continuously improving and delivering value to our clients. By actively seeking feedback and incorporating it into the approach we have, we can build trust and confidence with clients, showing them that their input is valued and acted upon.

Evaluations are crucial because they provide objective feedback on performance, revealing strengths and areas needing improvement. They enable the tracking of progress over time, ensuring goals are met efficiently. By identifying gaps and successes, evaluations guide strategic decisions and resource allocation, optimizing operations and outcomes. Additionally, they foster accountability and transparency within teams and towards clients or stakeholders. Ultimately, evaluations enhance the quality of service or products, contributing to sustained success and client satisfaction.

To plan evaluations effectively, start by defining clear, measurable objectives aligned with your overall goals. Choose appropriate evaluation methods, whether qualitative or quantitative, to gather relevant data. Ensure you have a realistic timeline and allocate resources, including tools and personnel, needed for the evaluation. Engage stakeholders early in the planning process to understand their expectations and incorporate their insights. Finally, establish criteria for success and develop a structured plan to analyze and report findings, facilitating informed decision-making and improvements.

Planificar una evaluación prácticamente es diseñarla. Y esto involucra entender el proceso de la misma de principio a fin, así cómo lo que se busca que logre la evaluación. Es importante entender qué se va a evaluar e involucrar a las partes que más conocen acerca del tema sobre el cuál se busca profundizar, de esta manera el diseño de la misma será más atinado. Una vez que se ha planificado la evaluación, preparar con anticipación una correcta ejecución de la misma y posteriormente una interpretación, cobra la misma relevancia que la misma planificación de la evaluación.

La forma de realizar una evaluación depende totalmente del tipo de evaluación a realizar y otros factores que puedan influir en la misma cómo por ejemplo si es una autoevaluación, si es una evaluación grupal, si no son personas lo que se va a evaluar sino tal vez un proceso; hay muchas variables a tomar en cuenta, por eso es mejor pensar en términos de principios y estos, en el caso de cómo evaluar a alguien o algo, son primordialmente la evaluación se busca que ocurra porque buscamos un resultado en concreto y es importante que las partes involucradas lo entiendan. Segund tanto del lado de la evaluación debemos ser creativos para obtener respuestas ricas en información cómo se debe de motivar al evaluado a contribuir en lo más posible.

To conduct evaluations, begin by collecting data through chosen methods such as surveys, interviews, or observation, ensuring reliability and validity. Analyze this data methodically, looking for patterns, insights, and areas for improvement. Engage participants and stakeholders throughout the process to maintain transparency and build trust. Utilize technology and tools for efficient data management and analysis. Finally, document and communicate the findings clearly, highlighting key outcomes, recommendations, and actionable steps for improvement.

When it comes to client evaluations,you need to do your research on the clients products, previous and current issues the client has experienced, whether the previous solutions offered to the client were feasible and helped the clients business grow or if they did not, what could have been done differently ,as well as, the clients future goals and how you can assist the client to achieve these goals.

As avaliações são uma forma valiosa de feedback que pode ajudar a melhorar os produtos ou serviços. É importante responder a todas as avaliações, tanto positivas quanto negativas. Usar as avaliações como uma oportunidade para se conectar com os clientes em um nível pessoal e promover consequentemente os produtos ou serviços.

Always ensure that both you AND your customer agree to a scorecard for the evaluation. Consistently bring up the scorecard in reviews and refresh the scorecard on the agreed upon period. This increases the trust between you and your customer and increases the risk of change for the customer as well.

Once you have done your evaluation on the client, remember the importance of consistently, following up and regularly checking with your client to maintain the relationship and build trust.After service is just as important as the first interaction with the client.