Seeking client feedback appears to be getting more attention in firms of all sizes. Ballard Spahr (500-plus lawyers) has hired a full-time “client interviewer,” and Stanislaw Ashbaugh (19 lawyers) prominently links to their Chief Results Officer from their home page, and Ward and Smith PA (80 lawyers) has a partner who is devoted to visiting
client feedback
More Thoughts on Following Up After Losing to a Competitor
By Tom Kane on
Posted in Marketing Tips
In a recent post I talked about following up whether you win or lose an opportunity for new work. The idea being to learn how to improve and do even better at winning the next time.
Following my post I heard from Ford Harding who sent me a copy of his book Rainmaking: Attract New …
Who is in Charge of Client Satisfaction at Your Firm?
By Tom Kane on
Posted in Client Communications, Marketing Tips
Naturally, one might think every lawyer is responsible, or maybe the managing partner if it has to be brought down to a single individual. My initial reaction was the former, but after reading the article “The Power of One” by Marcie Borgal in The Complete Lawyer, I’ve come up with a different take on the…
Are You Interviewing Your Clients?
By Tom Kane on
Posted in Client Communications, Marketing Tips
Since I started interviewing law firm clients in 1990 (even used a film crew to capture five of them on a VHS tape – I’ll bet you remember what those are), I have never waivered from the belief that it is one of the most important things a firm can do to retain clients. And developing…
Interview: What Coaching Is All About
By Tom Kane on
Posted in Marketing Tips
Recently, I had the privilege of being interviewed about coaching and other business development topics by Cole Silver for his Expert Audio Series. It was a lot of fun. So, for those who care to listen to the golden vocal cords of yours truly, give it a go. (aw, come on, I know you’ve…
Client Satisfaction Surveys for Law Firms
By Tom Kane on
Posted in Marketing Tips
Seeking client feedback is probably the most underutilized technique for developing and enhancing client relationships. It is astonishing how few firms fail to inquire of their clients as to just how well they are doing as a legal services provider.
A number of surveys over the last several years have highlighted the need for law …