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.

  • These are so good, you should frame ’em and sell ’em. Toughest one for us, as a small firm, is soliciting feedback. It’s tough because it is typical that many of us will have worked on the matter so the person who asks for the feedback will be asking the client about him or herself. How should this be handled.
    Tom’s Response: If Dan or Charles are both involved with the client’s matter, I would suggest you hire an outside consultant to obtain the feedback from at least your top clients. As mentioned in previous posts, in-person interviews are best, followed by telephone interviews. Least favored in my opinion are written surveys. Good luck.