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Client interviews: do-it-yourself or get outside help?

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 satisfaction interviews...

Client Feedback Pointers

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...

Aloof and clueless

The Economist's "Johnson" blog had an entertaining, and all too true, post several days ago: " Airlinese ." It pokes fun at the awkward butchering of the English language on commercial airlines. To some extent, I think that the blog's author is too kind. Airline jargon...

When it comes to Marketing, Sometimes Less is More

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...