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<b><I>Voice of the Client:</I></b> Ask, Listen, Act, Learn, Repeat
Please pay attention. I am about to share one of the most effective, mind-blowing legal marketing strategies ever developed. It is guaranteed to revolutionize the industry and dramatically alter the way we view our profession from this day forward. Are you ready? Are you sure? You might want to sit down for news of this magnitude. Brace yourself.
Here it is — seek client feedback. I know. Breathe. Get some water. Find a quiet place to regain composure. Take a yoga class. Read a Chambers submission. This type of ground-breaking information can shock the system.
Ok, back to reality. The idea that law firms should seek client feedback is hardly an innovative concept. In fact, I would have guessed that every firm, regardless of size or geographic footprint, had in place an established process and/or procedure. So why does anecdotal evidence, as well as industry research, continue to show that many firms are not actively and routinely engaged in capturing this meaningful information? After all, asking clients to provide candid comments about law firm services can prove essential in developing strategies as well as deepening those precious relationships. In addition, it is a process already successfully utilized by virtually every other professional services industry.
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