From the clients perspective what constitutes a good 360 degree review?
Good Answers (2)
Christopher M.
Account Executive - Carolinas Region at The Steritech Group, Pest Prevention
Best Answers in: Hotels (1), Business Development (1), Sales Techniques (1), Organizational Development (1), Career Management (1)
Hey John,
I am not exactly sure what you are asking. I think you are asking, "What are good questions for a 360 degree review that you can ask your client to gain insight on how to better serve your them?" If this is the case then my answer is as follows. Please forgive me if I did not interpret the question properly but here goes.
In Neil Rackham's book SPIN Selling he has a great example of what a questionnaire would look like for your customers. The review is divided up into 4 sections Situational Questions, Problem Questions, Implication Questions, and Need-Pay Off Questions. Some examples of questions in each category would be:
Situation:
1. What are the reasons you do business with us?
2. What are the reasons you do business with our competitors?
3. What is your main objective with using our service or product?
4. How can we effectively tell you that we're grateful for your business?
Problem:
1. How and when have we made it hard for you to do business with us?
2. What are some of the challenges you are currently facing to achieve your overall goals?
3. Have your current vendors met your expectations?
4. What are you looking for that you have not found?
Implication:
1. How has _____ impacted your ability to meet your quarterly goals or business objectives?
2. What impact is _____ having on your client relationships?
3. What effect is ________ having on your department's workload?
Need Payoff:
1. How can a company like ours help you increase your profitability?
2. If you could reduce ________, what would you do with the savings?
3. If you were me, what's one thing you'd change about my organization?
I think the level and depth of the questions offered go even deeper than 360 degrees. These questions not only give you insight on how you are currently taking care of your customers but let you know how to better serve your clients in the future.
I hope this helps John,
Chris
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Clare N.
Human Resources & Change Management Advisor at Energy Markets Group
Best Answers in: Organizational Development (3), Communication and Public Speaking (3), Education and Schools (2), Staffing and Recruiting (1), Career Management (1), Energy and Development (1)
Hi John,
Clients rightly look for results and 360 reviews are no different. The review itself is data; the important part of the process is to be sure the data is used to move behavior in the direction of achieving goals in a way that adheres to the values of the client.
Factors that contribute to a successful 360 include:
Clear business goals for those receiving feedback
Clarity on acceptable behavior in achieving the goals
360 survey that is behavior-based and aligned with goals/values
Openness in the 360 process
Support for people who change their behavior based on the feedback
I hope I interpreted your question correctly.
Regards,
Clare
