"The fact that the firm wants to make the investment to conduct this interview demonstrates their sincere desire to deliver the best services. And it was a good interview; it wasn't canned," said the general counsel of an international service company, in a Strategic Client Interview.
Many law firms now understand the importance of instituting client feedback programs, but some firms consider experimenting with it themselves, thinking that they are saving money. However, asking clients to review your firm's service and performance is to preserve business and not to be experimented with.
"Done correctly, I'm generally willing to participate and I've done it for other firms," this GC added. "I'm not willing to participate when they are done at too high a frequency and when they focus on one specific matter and one attorney. This was done correctly."
Why handle client interviews in-house, when a professionally trained and highly experienced specialist has the ability to make the most of your firm's investment to safeguard its most valuable business?
A trained and experienced professional will:
as a neutral third party, elicit more openness and candor from your clients than a managing partner or lead attorney
know how to explore all the aspects of the client relationship
"I could have sat down with the attorneys to talk about the relationship, but neither side of the discussion would have been as well thought out as your interview," said the vice president of legal affairs of a health system, in a Strategic Client Interview.
know how to carefully probe in particular areas of clients' concerns
"This interview has been far better than I expected," said the president of a large consulting engineering firm, in a Strategic Client Interview. "You've asked me some important questions that made me realize we have to have some discussions."
be able to commit the time to thoroughly prepare, conduct and report on the interviews
charge fees that are reasonable and are well worth the investment, especially compared to the fees your firm receives from its clients
So why would you attempt to do it yourself?
For more information on Strategic Client Interviews, contact Joyce K. Smiley at 561-775-9755, or firstname.lastname@example.org. On the web at jkscompany.com.
Verbatim: What Clients Say is published electronically by JKS & Company LLC/Strategic Client Interviews. Copyright 2014 JKS & Company LLC. All rights reserved.