Get honest feedback from your client: the acid test

Get honest feedback from your client: the acid test

Lawyers are selected to act for their clients usually because of their past track record in getting results for these clients. If it is a new relationship, the lawyer’s expertise and reputation will have played a big part in securing the instruction. As long as the lawyer continues to perform well, and assuming that no conflict situations arise, the client will continue to issue instructions. But what happens if something goes wrong?

Well, if the mistake that the lawyer has made is sufficiently serious, then there is probably no way back. On the other hand, if the mistake or the perception of underperformance is minor then the opportunity exists to correct it. In fact, research in the service sector has shown that acting to correct an earlier failing in service delivery can lead to higher levels of customer satisfaction than if such a failing had not occurred in the first place. It is also true that a series of minor service failings over time add up in the client’s mind to create the impression of a lawyer who is not doing a good job, with the usual consequence that the lawyer is no longer instructed. So, how should lawyers assess their performance in handling matters for their clients?

Any lawyer handling a matter for a client should have an appreciation of how well things have gone, although your ability to completely misread the client’s real needs and subsequent satisfaction wit

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About the author:

Kevin Wheeler has been advising professional services firms on all aspects of marketing and business development for nearly 30 years. As a consultant he helps firms to manage and grow their key clients as well as to win new ones. As a certified coach with WABC he works with partners and those approaching partnership to improve their BD skills.