The key takeaways from these experts this morning were:
- Clients like knowing that their law firm cares. Merry gave examples of executives, that during an interview, made it a point to say that they were incredibly pleased that a law firm had a formal process to look after client relationships.
- Client satisfaction programs can start with only a few partners participating. The results will build the momentum needed to engage larger numbers.
- Understanding what your clients want does not happen naturally as a product of working with them regularly. They need a separate forum to reveal the inner workings of the business relationship.
- The partner with the primary relationship is not always the right person to conduct the client satisfaction survey. Using a third party takes the burden of bad news off the shoulder of the client.
- Written surveys are typically answered by clients that are positive about the relationship. The best answers come face-to-face.
- Always follow up with the client after an interview. Let them know that you are taking action if action is required. ALWAYS!
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