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

Category Archives: Client Surveys and Audits

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Should you invite criticism?

Posted in Client Surveys and Audits

Long-time readers know I believe the answer is "of course."  Seth Godin lays out both sides of the argument is a recent post and urges people to choose one approach or the other.  Actually, you choose to invite criticism or you automatically default to the option of not doing so.  While the reasons for not… Continue Reading

The Unique Relationship Between Clients and Lawyers: The Lawyer’s View

Posted in Client Communications, Client Surveys and Audits

Trust me, for a moment at least, that all of the following points eventually will come together. Every time I have the opportunity, I ask in-house counsel about whether their lawyers conduct formal or informal satisfaction meetings.  Almost invariably, the answer is no.  I always follow up by asking whether the client would find such… Continue Reading

Noted Bloggers Build On Lake Wobegon Post

Posted in Client Service, Client Surveys and Audits, Commentary

    I recently posted (again) on the Lake Wobegon effect, the phenomenon that results in law firms chronically overestimating the quality of the relationship the firms have with their clients.  (See This Just In: General Counsel Less Than Thrilled With Their Outside Counsel.)  I am honored that two noted bloggers have picked up on the… Continue Reading

A Time To Sell? No Way!

Posted in Client Surveys and Audits

In late January, I was one of several bloggers posting about who should be conducting client surveys and whether the surveys should be a disguised or blantant selling vehicle. Check this post for background. Jim Hassett continues this dialogue today with his post at Law Firm Business Development. Its a very interesting post. The Director… Continue Reading

I No Longer Advocate Client Interviews

Posted in Client Surveys and Audits

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… Continue Reading