Podcast: How To Conduct A Successful Client Feedback Program For Your Law Firm

Professionally Challenged interviewed Sue-Ella as part of their insiders guide to the changes currently happening in the legal industry.

Ep 004 - How to conduct a successful client feedback program for your law firm

In this episode, Rob Patterson of Parkins Lane and Paul Evans of Toro Digital discuss with Sue-Ella:

  • How legal marketing and business development teams can best approach their partners about conducting client listening in their firm.

  • Sue-Ella’s three key considerations when conducting Feedback: timing, choices and format.

  • How law firms should communicate to clients about the feedback program and who is the best person in the firm to ask the client for feedback.

  • How, through a client interview, marketers can test the effectiveness of the value-adds your firm provides and get ideas from other industries.

  • The circumstances where it may be appropriate to request mid-matter feedback.

  • How to communicate feedback (positive and negative) internally – and to consider the context in which feedback is given when sharing it far and wide.

  • When should firms use an external service provider or internal resource (or both!) for conducting feedback.

  • And finally, for firms that don’t have a client listening program – the best way to get started!

Sue-Ella Prodonovich