For over 10 years here I’ve been pleading with firms to talk with their clients about how they’re doing. Whether the process was seeking realistic client feedback, or simply conducting a general client survey, the important thing is whether firms were doing it at all. Most were not. It is critical in this day and
client satisfaction
Recap II: Client Feedback is Vital to Success
If it wasn’t so darn important, I wouldn’t harp on the topic so much. As I mentioned in my last post, I got to wondering how many posts I have made on this blog over the past 10 years that touched on the subject. As said there, I went to my trusty search box above…
Recap: Client Feedback is Vital to Success
After seeing a couple of post in the last few days about client satisfaction, I got to wondering how many posts I have made on this blog over the past 10 years that touched on the subject. So I went to my trusty search box above and entered “client feedback.” Having preached over and over…
Do Your Clients “Love” You?
If I had a penny for every time lawyers have said “my clients love me,” I’d be….well you know.
The problem is that often lawyers do not understand. They assume, based on their continuing to receive work and not having heard about serious concerns, that everything is hunky-dory.
Richard Levick at Levick communications in a …
Who Gives a Darn If Clients Are Satisfied?
Apparently not too many firms according to an online “Leadership Matters” survey (a collaboration of TheRemsenGroup and Sterling Strategies) reported on the Managing Partner Forum this week. The survey sought data on individual lawyer contributions to their firms in the areas of financials, client satisfaction, people development, and firm processes/procedures.
What particularly caught my…
Why Clients Fire Lawyers, and The Telltale Signals
Often clients don’t actually fire law firms, they just walk away. Sometimes lawyers don’t even know it. The client simply gives work to another firm
I ran across a post that spells out numerous reasons law firms get fired on Mike O’Horo’s RainmakerVT site by Pam Woldow, and the telltale signals you should recognize.…
Seeking Client Feedback: More Critical Than Ever
It’s been awhile since I harped on how important client satisfaction with their legal service provider is. Since starting this blog in January 2005, I have preached many, many times on how important feedback is for firms to retain existing clients or obtain referrals from them (See a few posts below on the subject). It…
Marketing Includes Handling an Angry Client
As the saying goes you can’t win ‘em all. Some cases or transactions are not going to end well. Don’t beat yourself up over it. That doesn’t mean that you shouldn’t be concerned over a disappointed, or worse, angry client over the outcome of a matter.
A post by Ryan Sullivan on Attorney at Law…
Client Service: Why It Is More Critical Today!
In the good olde days, “legal services” was consider one word. And it meant the legal product(s) produced by lawyers; that is, the complaint, contract, employment agreement, closing documents, etc. etc. In other words it was all about the “legal” and had less to do with HOW the legal “services” were delivered or how the…
Do You Know Why A Client Handed Your Firm a Pink Slip?
If your firm has ever lost a client (yeah, I know), I hope you know why. Not think you know, BUT really know the reason(s). My guess is that it was due to poor client relations and/or failure to produce value, or a combination of both.
An article by Aric Press, editor-in-chief of The American …