Legal Commentary

Year End Client Satisfaction Evaluations

By Patrick J. Lamb

It is year end.  Have the senior managers of your firm visited your firm's most important clients this month?  Has there at least been a phone call to each of the primary personnel you deal with at key clients?  If not, what on earth are you waiting for?  You should be looking for opportunities to ask your clients how you're doing and year end is one of the very best opportunities to ask. 

Remember, clients rarely fire their attorneys.  They simply stop hiring them.  So don't be foolish enough to believe that "if they had anything to say they'd say it" line.  You don't believe "the check is in the mail," do you?  So why would you be so gullible on client satisfaction.

Drop a dime.  It's a great investment.  No, make that it's the best investment.

Full post as published by In Search of Perfect Client Service on December 28, 2009 (boomark / email).