Client Feedback Loop


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

– Peter Drucker

Why does client feedback matter?  Let’s be crystal here – at its most basic level, the business of law firms is to serve client needs, therefore it is unfathomable to us to not secure their input as a core business practice.

And, it’s impossible to know how you’re doing or how you may improve unless you askyour clients.

That said, many law firms forego securing feedback.  Therefore, just asking can be seen by your clients as a competitive advantage, which is something very hard to come by for law firms.  Moreover, it is a demonstration of your personal commitment to your client and can further solidify the relationship; both very good things.

Securing the feedback is fairly straightforward.  However, 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, combine the feedback with other data you have about the client and the relationship for a more comprehensive understanding of the client and their needs; to know how to better serve them.

Differentiated service

Unlike others, who merely include raw client responses, with little organization or analysis, we synthesize the inputs into a coherent, action-oriented report.  Moreover, we take a somewhat different approach to client feedback reporting.  We analyze feedback from multiple client reports (whether prepared by us or by others) to discern if there are consistent “themes” that may reveal firmwide strengths or weaknesses you were not aware of had you just looked at individual client feedback reports.  Seeing if there is a “bigger picture.”

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

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