Client Feedback Loop


“The most important thing in communication
is hearing what isn’t said.”

– Peter Drucker

Why does client feedback matter? Quite simple; it’s impossible to know how you’re doing or how you may improve unless you ask…your clients. That said, many law firms forego this. Therefore, just asking can be seen by your clients as a competitive advantage, which are hard to come by for law firms. Moreover, it is a personal demonstration of your commitment to your client and can further solidify the relationship; both very good things.

Securing the feedback is fairly straightforward. Once you have the feedback, how the information is used is as important as securing the insights, themselves. We’ll help you squeeze every drop of usefulness out of the feedback; it’s a big investment, so we advise firms on how to get the most out of it. For example, synthesize the feedback with other data you have about the client and the relationship for a more comprehensive understanding of the client; to better serve them. Or, looking across feedback from multiple clients may reveal firmwide strengths or weaknesses you were not aware of.

Differentiated service

Unlike others, who merely list client responses, we synthesize the inputs into a coherent, action-oriented report.  Moreover, we take a somewhat different approach to client feedback reporting, providing an analysis of the client and its industry to create a more complete picture and provide context for the findings.

If you’re starting with a clean sheet of paper, we can help you map out what a client feedback program would look like; criteria for client selection, protocols for going forward, discussion guides, and a plan for evaluating results/developing lessons learned, etc. If you have a program in place, we’re happy to lead the research and provide guidance on how to maximize the usefulness of the outputs.

Oh, and why do we call it a “client feedback loop?” Because this should be an ongoing component of communicating with your clients – not a one-off event.



Bruce MacEwen, President
direct: +1.212.866.4800
mobile: .+1.212.866.2630
New York

Janet Stanton, Partner
direct: +1.212.866.4270
New York

Sign-up for email

Be the first to learn of
Adam Smith, Esq. invitation-only events, surveys, and reports.


Sign-up for email

Be the first to learn of Adam Smith, Esq. invitation-only events, surveys, and reports.

Get Our Latest Articles Delivered to Your Inbox

Like having coffee with Adam Smith, Esq. in the morning (coffee not included).

Oops, we need this information
Oops, we need this information
Oops, we need this information

Thanks and a hearty virtual handshake from the team at Adam Smith, Esq.; we’re glad you opted to hear from us.

What you can expect from us:

  • an email whenever we publish a new article;
  • respect and affection for our loyal readers. This means we’ll exercise the strictest discretion with your contact info; we will never release it outside our firm under any circumstances, not for love and not for money. And we ourselves will email you about a new article and only about a new article.

Welcome onboard! If you like what you read, tell your friends, and if you don’t, tell us.

PS: You know where to find us so we invite you to make this a two-way conversation; if you have an idea or suggestion for something you’d like us to discuss, drop it in our inbox. No promises that we’ll write about it, but we will faithfully promise to read your thoughts carefully.