What do your Patients, Guests, Clients have to Say About You?

by Dr. Ron Arndt

I like to model my coaching through leading by example. That’s why, twice every year, I “survey” my clients to determine if I am delivering a service that meets or exceeds their expectations. I also want to determine if I need to add, delete, modify, or adjust elements of my deliverables. I always have a bit of trepidation as I read the results because I want to be perceived as doing a great job, yet, I know there is always an opportunity for growth and improvement.

Seventy-eight percent of my clients responded to my anonymous electronic survey. One of the constructive suggestions on how to better facilitate our monthly Mastermind calls said:

I just wish we could keep the phone calls to 1 1/2 hours or less. While I love the conversation, it does take away from my family time and that is important to me.

Thanks to this kind of feedback I can adjust quickly. The adjustment I made to my coaching was to give a ’10 minute warning’ to the group so anyone who needs to leave the call can finish their thoughts and exit and those who wish to stay can do so.

However, I must admit, I really enjoyed several of the positive comments:

  • Coach Ron, on short notice, you provide important verbal skills that enable me to communicate effectively with staff. These are skills you don’t seem to have to prepare for at the moment, which means to me you have honed them over many years. Thanks for coaching!
  • You are sensitive and responsive to my “concern of the day.” You lead me, rather than force ideas upon me.
  • The personal touch on your part. Coach, you are always there for us especially on our toughest moments.

If you know of someone who would benefit from receiving these tips, please feel free to forward this along to them.

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