Wednesday, March 19, 2014

Client feedback

Nice article from Tom Kane on the importance of getting feedback from your clients recently.

It's not uncommon for lawyers, especially those of a more traditional vein, to avoid seeking feedback from their clients - after all, they figure, my clients aren't going to leave me.

The fact is, however, that in today's economy, clients ARE leaving attorneys who can't provide the services they want at a cost they deem appropriate.

Surveying your clients can serve a couple of functions - obviously, the key thing it can do is identify both what you're doing that your clients like and what you need to do better; but just as important, it can serve as a mechanism to cross-sell other services your client may need by both educating them on what you do and learning what they need.