Legal Research

"Overcoming Resistance to Change (Part 3): Raising the Urgency Level"

This post was written by Jim Hassett: "Last week I wrote about how short-term wins can help to promote change in law firms.

In the book Leading Change, John Kotter also talks about the value of "raising the urgency level," and even provides a table listing nine ways to do this in the corporate world (p. 44).  While some would not work in the legal world, in my opinion, every law firm leader would be wise to focus on one key item from Kotter's list: talk to unhappy clients and publicize the results...

If lawyers spent more time understanding how clients really feel, they would have a much better chance of protecting client relationships in troubled times and expanding them when things improve.  Not to mention the fact that listening to clients is a powerful technique for generating new business. 

A few years ago, I wrote a series of posts about how to conduct client satisfaction interviews. 

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Source: Legal Business Development, 18 August 2010, reproduced with permission of the author.

Full post as published by Stark County Law Library Blawg on August 18, 2010 (boomark / email).