Your Clients Think You Are Too Cheap (Graham Archbold)

Graham Archbold is the Founder of Chorus Insight. Graham Archbold has spent his career helping professional services firms understand what their clients really think. Before founding Chorus Insight he was Research Director and co-owner of Nisus Consulting for more than 14 years, designing client listening programmes for blue-chip firms. His interest in feedback started with Stephen Covey's "seek first to understand" and was sharpened by years at Toastmasters, where every speech gets a formal evaluation in front of the room. In consulting he grew frustrated that clients would give polite praise and then leave, so he set out to build feedback that actually keeps clients loyal. Today Chorus Insight runs client interviews and surveys for professional services firms, and Graham is the author of The Client Feedback Playbook. Expect to learn why happy-sounding clients still walk away, how to make clients comfortable telling you what is wrong, the firm that discovered it was charging about 20% below what clients expected, why so many professionals burn out chasing response times nobody asked for, the quick and dirty way to start collecting feedback tomorrow, how to answer the internal objections to contacting clients, and where AI helps and where it sends the wrong message, and much more… - 0:00 Cold open 0:34 Welcome 0:47 Where His Feedback Journey Began 4:18 When Happy Clients Still Leave 5:32 How To Get Honest Feedback 8:13 The Firm That Was Charging Too Little 10:29 The One Hour Reply Nobody Asked For 12:16 The Client Feedback Playbook 14:19 Where To Start With No Feedback 18:24 What AI Changes In Feedback Research 20:13 Where To Find Graham Archbold - 🔗 Guest & Resources Connect with Graham Archbold:   / graham-archbold   Website: https://www.chorusinsight.com - Get in touch in the comments below or head to... LinkedIn:   / mikulaszach   Apply to be a guest: https://consultingrainmakers.com/ Email: mikulas.zach@agenteedigital.com