Shutting down your phone and talking frankly could be the key to growing your practice. Here’s why.
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A lot of firms worry about having partners run their client feedback. You shouldn’t be one of them.
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Have you ever noticed your Partners are reluctant to follow through on client feedback plans? Here’s why …
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When used correctly, a Net Promoter Score can be a wonderful tool for helping build a stronger, more profitable professional services practice. it’s shame most firms get it so wrong…
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These five perfectly paired questions should be in the kit of every client-facing professional who wants to better understand their contacts and build relationships that hum.
Read MoreTurning around your clients’ perceptions and improving your Net Promoter Score may be much easier than you think, so long as you’re brave.
Read MoreClients who are about to leave often give off the same signals. We explore exactly what they are.
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Ever had a client rave about one part of your firm, but complain about another? It’s more common than you think—and it doesn’t always mean something’s gone wrong. Mixed feedback from the same client often points to deeper issues: inconsistent onboarding, patchy internal referrals, or overloaded client relationship partners.
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Want to find out the truth about how your firm is performing? Ask your good clients first, not the bad ones.
Read MoreCompanies are increasingly circumventing lawyers to seek direct advice from a barrister in a squeeze on legal costs, according to a survey showing at least half of the New South Wales bar's clients use barristers exclusively or most of the time and direct briefing is up almost a third in three years.
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Sometimes your client feedback meetings can go off piste. So you need some tactics for fixing things when they stray a little off course.
Read MoreIf you want to gain market share from your competitors, don’t rush into a brand overhaul. Ask your clients what they think of you instead.
Read MoreIn January I tuned in to BTI Consulting’s annual webinar on the Market Outlook and Client Service Review of US Law Firms. There were some very practical insights relevant to all professional service providers, including 7 tactics for taking market share. Here are my highlights:
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Last week I blogged about three common fears that hold professionals back when it comes to asking for client feedback. And I was pleased to see that my post generated a reasonable of discussion from people on the feedback front line.
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The value of client feedback to professional services firms is well documented. And yet, so many professionals let their fears about client feedback hold them back from doing it properly. If you’re one of them, read on...
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An effective client listening program is one of the most valuable tools in any firm’s competitive armoury. If you’ve been thinking of developing a client listening program but don’t know where to start, you’re not alone.
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Asking for client feedback can seem confronting. In fact, many, if not most of us, would prefer not to know at all rather than be faced with the reality that a client didn’t like our service. But there are so many reasons to ask your clients what they think of you.
Read MoreLaw and accounting firms are increasingly seeing the value in rigorous client feedback and some firms are becoming very good at gathering and using it to improve their practice
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Formal client feedback programs are a vital part of client listening, not least because they can underscore your firm’s commitment to clients in a very tangible and personal way. But they should never be where your client listening program begins and ends.
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These General Counsel had they much more in common when it came to what they looked for in relationships with their legal service providers. Here are more than 4o tips for the lawyers who want to work with them…
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