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In Search of Perfect Client Service Why lawyers don't seem to get it

The quality of your questions determines the quality of the answers.

Posted in Client Service, Client Surveys and Audits, Commentary

Back in January, I copied a portion of an article that provided a list of questions lawyers should ask themselves. It was an interesting list of questions, but I was struck by how the wording of the questions could cause lawyers to avoid taking a sufficiently critical look at themselves.  I have been unable to locate the original article, so I begin with apologies to the author of what was a very helpful article.  I wanted to take a couple of the questions and rephrase them to help guide lawyers to a more critical introspective look.

Example 1

From the article: “Is your business model focused on the client?

My comment and rewrite:

This question invites “of course” as the answer.  Perhaps if the question was this: In what specific ways is your business model client-focused?  And this as the follow up: What are the 3 most significant ways in which your business model is not client-focused?

Example 2

From the article: “Are you entrepreneurial enough to encourage innovative experimentation?”

My comment and rewrite:

This question likewise invites the “of course” kind of answer.  Perhaps wording the question to ask the lawyer to identify their five most innovative experiments and what define what happened based on the outcome of the experiments, followed by “what more is needed?” will elicit more actionable information.

There were other examples, but the point is the way you frame the questions determines the quality of the answer.