printService Description
Soliciting client feedback is the most powerful and cost effective strategy a law firm can implement to build client loyalty, insure existing client satisfaction, and to generate future business.
Since 1990, TheRemsenGroup has worked with dozens of law firms to help them develop and implement client feedback programs. Here are a just a few of the approaches we have recommended to our clients.
In-person Client Audits
By far, the most powerful and effective way a law firm can solicit client feedback is to allow an experienced, third party consultant to personally interview a representative sample of its most important clients. Since 1990, TheRemsenGroup has conducted hundreds of Client Audits, including one program developed for one of Florida’s largest law firms that was, in turn, used as a model for dozens of other law firms around the country.
Client Site Visits
This approach involves lawyers visiting their top clients at their places of businesses. This investment of non-billable time in the client relationship is among the most effective ways individual attorneys can enhance their relationships with the most important source of future business.
Post Engagement Questionnaires
Another effective way to determine client satisfaction levels is by introducing a Post Engagement Questionnaire Program. Although not as effective and personal as the two methods described above, it’s simple and relatively inexpensive to execute. TheRemsenGroup has extensive experience in writing customized questionnaires, supporting correspondence and procedures.
Informal Attorney/Client Lawyer Interaction
Finally, we can train your lawyers to get important client feedback thorough informal conversations in a variety of settings. We’ll teach then to ask the right questions and respond in a sincere and effective manner.
Naturally, these and other methodologies can be blended and customized into a program that works best for your firm.
