In the legal industry, there is much discussion but scant implementation on the issue of client feedback. Research shows that few firms make the attempt to gather client feedback in any meaningful or systematic way. Should law firms be interviewing or surveying clients? Indisputably. But, regardless of what the “firm” is doing, every lawyer should be having feedback conversations as well. Whether the target is a good client or a regular referral source, asking for input signals that you are interested in learning what people think, knowing what’s going on in their businesses and finding out what needs to be changed, all of which are important to long-term relationships.
Originally published February 20, 2014
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