Agency peeps, what is your process for getting clients to provide actionable feedback on creative deliverables? Do you find that it’s better to get client feedback in writing or verbally in meetings?

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We find that we receive the most meaningful feedback when it is done in one-on-one meetings with a key decision maker – this helps ensure that all of our clients’ needs are heard and addressed. However, if there are multiple stakeholders involved, written feedback can be helpful for keeping everyone on the same page.

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Walk them through the deliverable on a call to get their feedback. Take detailed notes on what they like and don’t like, and if they throw out any questions you need to follow up on. Follow up in an email with concise notes on what was discussed and agreed upon, making sure action items for both you and the client are featured prominently with milestone dates for everyone’s reference.

People who leave all decisions and conversations to Zooms/Teams calls and don’t record are shooting themselves in the foot by not gathering and sharing receipts.

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Thank you, before Strat I was also a PM and AM so I’ve learned all this the hard way haha!

I prefer to set up a meeting to present the work (either account or creative presenting). And then make sure to recap in an email

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Are you looking for feedback to help you revise that specific deliverable? Do you want to know if they are pleased with your work? I typically work with small startups who hire me because they don't have the expertise themselves and trust my judgement. Feedback is usually limited to color scheme or if it feels true to the brand, depending on the project. I take what they are saying and make it actionable.

I work within an agency setting 80% of the time. What saves me a ton of time is to kick off with a brand alignment meeting. Let the stakeholders go over all the nitty-gritty details from hex codes to voice and tone. I’ve rarely had a client not push back if something wasn’t to standard. If you are producing deliverables and they are accepting them with no fuss I would take that as them trusting your judgment and experience.

Either of the two options is a great thing, I always prefer an answer in any way than when you arrive one day and they tell you that they are not going to continue with you because they did not like something that they never told you.

What we do is keep the client informed and entertained, if we see that we can do it with the client, we send them a series of quizzes that make the client has to answer some questions about their own brand in the form of a game to give them access to the pdf file.

Lol I think this would piss my clients off

Well, it all depends on how to open the client is to talk, sometimes we don't deal with the head of the company but with the company's marketing manager, and on many occasions, this manager does not have permission to make decisions about marketing (a bit crazy, but it's the type of clients we have), so what we usually look for is feedback from the two sources in two different ways.

That really sucks that the marketing manager wouldn’t be able to make marketing decisions

I think that whatever, but sometimes the clients don't understand everything in the meetings, so I always leave windows open to receive new comments about the work, that is, we work on the version that is always modifiable until we reach a final product.

I always prefer a comment in a verbal meeting, because it is when the client does not have filters or thought 100 times to say what he really did not like, what is the disadvantage of this? Well, he can tell you I don't like it, but he doesn't know that he might like it, now saying that he doesn't like it helps you by 30%.

I like the ability to react immediately, we always prepare more than one way to do a job, many times we do one for the agency, one for the marketing professional that the client leads, and another that resembles current brand management, that way when we get feedback in meetings we have 2 additional solutions.

I believe that it's best to get client feedback through a combination of methods, both written and verbal. Getting feedback in writing ensures that clients can clearly articulate their thoughts and opinions, while meeting face-to-face allows for further discussion and back-and-forth dialogue.

In my opinion, having clients provide written feedback can help establish a paper trail of communication that other stakeholders may need to reference in the future, so it's better to always have things in writing.

I prefer meeting people face to face. Verbal meetings offer an opportunity to read body language and interpret responses more accurately than text communication alone, but I also think that each approach offers advantages based on the situation at hand, so it's important to use a mixture of both when gathering client feedback.

All verbal in a meeting but get it all down in writing for your personal reference. It's best to involve the client as you present your deliverable and have them provide their feedback live so you can respond immediately to their concerns and take note of what you'll need to get back to them on.

In my experience, I’ve found it is beneficial to walk the client through the creative deliverable live or on the phone and get their immediate feedback. After the meeting, give the client a chance to review offline (send deliverable via email, including any examples or key thoughts) with additional stakeholders for further input. Then ask for consolidated feedback from the key stakeholder after their review window is complete.

Both!

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