Navigating the Turbulent Waters in an Evolving Legal Marketplace
Two recent surveys really point out how important it is for law firms to stay very close to their existing clients. Not only by communicating constantly, but seeking feedback on how the firm is doing.
Why?
Because clients, especially in-house counsel, continue to be concerned about the costs of outside legal services. As a result, both…
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…
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…
