I No Longer Advocate Client Interviews
I was reading the latest issue of Law Firm Inc. (one of my "must reads") and stopped at the "On Management" column about client interviews. I started reading, but had to stop. The article made too much sense. Every article about client interviews makes too much sense.
We've been doing client interviews for nearly five years. They are incredibly significant to the strength of our firm's relationships with our clients. So why the title of this post? Its this: if people haven't picked up on this by now, they never will. And just like people who refuse to give out their home telephone numbers, it works out much the better for moi.
Seriously, if you wonder, ask your clients if they would like to be interviewed. Every client with whom we've discussed the matter heartily endorses the process.
Client interviews are so very important, and are one of the best tools to strengthen an already good relationship.
However, most lawyers I have coached do not do them. Most try to justify that it would be a bother to the client.
Others claim they are too busy to do them (I think they should be outsourced to a neutral party anyway)
My opinion is that the reason many do not do them is they do not really want the feedback. They either don't want to hear about their short comings....OR...they are afraid that they would have to change if the heard the feedback.