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.
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.