I participated earlier today in a discussion group on LinkedIn about client
surveys. This posting provides a few additional comments and observations
that would have made my comment on LinkedIn too long.
The question concerned whether a law firm should do its own client
Seeking client feedback is not only important for every law firm, but it
needs to be done right.
Following a recent post of mine on the topic, my friend
Stacy West Clark raised some
issues that got me to thinking about the Who, What, When, Why's and How's of
getting client feedback...
Are you better than you think you are?
One of the most unpleasant surprises in the practice of law is to learn that
a client is dissatisfied with something that you believed that you did quite
well. Bad news like this is unwelcome, but it can be the first step to managing
a major vulnerability...
Consultants (as well as lawyers) can
be a touch wordy sometimes. Especially when trying to sell their
services to prospective clients. Often we think that it's necessary to cover
the waterfront in terms of explaining who we are, what we do (or did), and whom
we do (or have done) work for. Or...