Verbatim: What Clients Say
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Feedback Is a Gift You Can Ask For
"Feedback's a gift," says eBay CEO John Donahoe, in a New York Times (April 5) interview. Donahoe wants eBay to "compete for each customer's loyalty each and every day,
and understand that when you're in the middle of a competition, rarely
do you get a whole lot of positive feedback. Rarely is there a lot of
glory in it."
Donahoe makes an analogy using sports. "In sports,
if you get up to world class, it's often a dogfight. Who's got a little
more endurance? Who's a little tougher? Who makes one less mistake? And
that's the same thing about competing and winning in business."
Similarly,
one could elaborate on competing for business in the legal marketplace,
where the "dogfight" is not just about results. "Some firms think that
their results speak for themselves, whether it's how they handled a big
corporate deal or how they won a major piece of litigation," said
Margaret Seif, vice president and general counsel of Analog Devices, in
the April issue of LMA's Strategies magazine. Donahoe might say that in addition to the results Seif refers to, it's also:
Who's the most responsive?
Who best understands our business and our industry?
Who's the most trusted business as well as legal advisor?
Who's more cost-effective?
Who has the most expertise?
Who has the winning client service team?
Who listens to us?
Strategic Client Interviews will give you the feedback you need to compete for each client's loyalty.
Verbatim is
published electronically by JKS & Company LLC/Strategic Client
Interviews. For more information on Strategic Client Interviews,
contact Joyce K. Smiley at 561-775-9755, or jsmiley@jkscompany.com. On the web at jkscompany.com.
Copyright 2009 JKS & Company LLC. All rights reserved.
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email: jsmiley@jkscompany.com
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