Marketing & Management Blog |
You can ask your clients for feedback in several ways. The easiest and most direct method is simply to ask them immediately after doing some work for them. You might say, “I just want to take a moment to confirm that you are satisfied with the quality of our service.” …Read Full Entry
In this uncertain economy, confirming and enhancing client satisfaction is crucial for your firm to stay competitive. A client satisfaction survey, when implemented strategically, dramatically strengthens client loyalty and uncovers new business opportunities. Because your intention is to elicit candid, detailed responses, carefully consider who will best carry out the survey. …Read Full Entry
In this uncertain economy, confirming and enhancing client satisfaction is crucial for your firm to stay competitive. A client satisfaction survey, when implemented strategically, dramatically strengthens client loyalty and uncovers new business opportunities. Once you have chosen your clients and created your questionnaire, the next step is to decide how to execute the survey. …Read Full Entry
In this uncertain economy, confirming and enhancing client satisfaction is crucial for your firm to stay competitive. A client satisfaction survey, when implemented strategically, dramatically strengthens client loyalty and uncovers new business opportunities. Once you have chosen your clients, the next step is to create your questionnaire. …Read Full Entry
Lawyers often mistake a lack of complaining from clients as a sign of satisfaction. Yet research by Tarp Worldwide shows that most consumers of professional services will not express dissatisfaction—they just leave. For every client who complains, there are twenty-six others you will not hear from. Ten of their friends and associates, however, will hear about their unhappy experience. …Read Full Entry
A positive survey result gives the lawyer an opportunity to cross-sell services. Glowing feedback also sets the stage to appropriately ask for referrals. Consider the following strategies:
When you conduct satisfaction surveys with your clients, you may encounter these common issues of dissatisfaction. Here is how you can handle them:
It is important that you take your client’s preferences and problems seriously. The lawyer must follow up on all survey responses. Legal marketers can maximize follow-up efforts by working with the lawyer to create an action plan.
If the servicing partner personally conducts the survey, negative feedback should be addressed immediately. …Read Full Entry
A well-executed client satisfaction survey yields qualitative feedback. Candid, detailed responses let you address problems and recognize opportunities to increase profitability. Unfortunately, lawyers are notorious for not responding to their reconnaissance. To help with that situation, here are guidelines to effectively conduct satisfaction survey interviews: …Read Full Entry
