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Top 10 Marketing Tips: No. 3 – Seek Client Feedback Often

Posted in Marketing Tips

Due to my office and family moving back to my beloved North Carolina, my posts over the next couple of weeks will feature five of my Top Ten Marketing Tips, especially for those who may not have been reading this blog back in 2005:

 

Top 10 Marketing Tips: No. 3 – Seek Client Feedback Often

It continues to amaze many clients that more lawyers do not seek their feedback on the legal services provided. Over the years I have met with dozens of law firm clients, and heard often that they (1) welcome opportunities to provide feedback, (2) ask why the firm hadn’t asked sooner, and (3) are surprised that more of the law firms they use have never asked.

A good time to ask clients for feedback on how your firm did, or is doing, includes at the conclusion of a matter, and on an annual or biannual basis. Clients are flattered to be asked, and most of the comments are very favorable (or they would be using another firm). Further, it is much better to ask before the client leaves for another firm, particularly if there is a problem that could be easily rectified.

 

  • http://www.twitter.com/stephaniethum Stephanie Thum

    There are many ways to use client feedback. Another way is the win/loss debrief. Of course, a loss debrief will help you learn how you can better prepare your next bid. A win debrief is an even better idea. Just because you win an engagement doesn’t mean things are perfect.