Measuring Customer Satisfaction

Clients start judging the effectiveness of our consulting from the first moment they meet us, and they keep doing so right up to the last handshake. Savvy consultants know that it is important to constantly assess clients’ perception of value and to be conscious of these judgments throughout the four stages of a consulting engagement.

We discussed expectations in Chapter Five, and it should now be abundantly clear why conversations about managing expectations throughout the consulting engagement are so important. Assessing and managing expectations cannot and should not be left to the end. A continuous, conscious, and deliberate alertness is needed to ensure that expectations are aligned. Only then will we be able ...

Get The Practice of Professional Consulting now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.