Is Your Law Firm Connecting with Clients? Is your Revenue Base at Risk?

For the third year in a row I listened to in-house general counsel (“GC”) present their take on law firm providers to the Legal Marketing Association in Toronto this fall. The messages never change and it bewilders us why that is.  Are you listening? Do you know what your clients think? If you do, are you addressing their issues?

The messages don’t change because law firms in general are not seeking the opinions of clients and those who do don’t take the findings seriously – and make changes that clients want.

The panel of eminent GC let it rip – confusion about fees, poor reporting and bad communications.

Law is a service industry – yes I said industry. What business sector would not seek the input of customers and change the experience to improve client retention?

Yet the profession in general sticks its head in the sand hoping the issues will go away.

If you are not doing client feedback and acting on the results your future is clear. Client defection, client dissatisfaction, reduced billings and limited ability to cross sell.

Maybe it is time to consider a client feedback program.