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...
Admittedly, I am not a good
listener. I've gotten better, in part because I began listening to my own
preaching. More and more in coaching sessions, I advise lawyers to listen more
than 50% of the time. In fact, more than 80% as they get better at it.
Remember the old saw, since we have...
Now there is a brilliant title,
right? Obviously, any client who sues for malpractice (or even files a
grievance with the state bar), is probably not going to hire you again. Not to
mention how many people they will bad mouth you to. Okay, so that is pretty
darn obvious. But stay with me a minute...
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...