Customer 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

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