Today, Rainmaking expert and coach, Jaimie Field, is talking about something that I think many of us avoid – client feedback. But it’s important, because a happy client stays a client. Read on to find out what she means.

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One of the scariest things to do is ask a client “how am I doing as your lawyer?”

Yet, that feedback, good or bad, is something you need to obtain so that you can get better at what you do.

Recently, I have been having an issue with my office phone.  For the past 2 months I have been trying to correct the problem with the company.  Yesterday, I spent more than one hour on the phone with an amazing technical service representative who did everything within his power to try to fix the issue.  Unable to do so, he submit a request with the area of the company who have even more technical knowledge than he and informed me that it could take up to 3 days to get a resolution. 

Thereafter, I received a call asking for feedback on his service.  The first question, “was I confident in the resolution?” was answered in the negative because the issue still had not been resolved and I mentioned that I wasn’t’ happy about this.  However, when I was asked about the service of the actual technician with whom I spoke, I could not heap enough praise on the effort that he had gone through trying to get my issue corrected.

Today, his manager called me.  He was concerned about the fact the issue had not been fixed, and was intent on assuring me that he was going to stay on top of the problem.  I reiterated to him that I could not say enough nice things about the service technician who tried to assist me, but wanted to make sure that they knew the issue wasn’t resolved.

We’ll see how fast this issue is rectified, but more important was they cared enough to find out why I wasn’t happy.

Are you clients happy with you?

You need to obtain their feedback both during and after the representation in order to ensure their happiness with your service.  Something as small as not responding fast enough (in their minds) to their phone calls or emails could cause them to be displeased with you.  (In fact, this is the number one reason why clients will terminate their relationship with an attorney and retain another; or worse – could result in an ethics issue under Model Rule of Professional Conduct 1.4 regarding communications with client.)

Asking for their feedback will permit you to have a conversation allowing you to correct your actions and result in clients being more satisfied.

One other thing – surveys show that an unhappy client is 25% more likely to share that dissatisfaction with others than a happy one.  And with the internet and social media, this could spread like wildfire.

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Photo of Lindsay Griffiths Lindsay Griffiths

Lindsay Griffiths is the International Lawyers Network’s Executive Director. She is a dynamic, influential international executive and marketing thought leader with a passion for relationship development and authoring impactful content. Griffiths is a driven, strategic leader who implements creative initiatives to achieve the…

Lindsay Griffiths is the International Lawyers Network’s Executive Director. She is a dynamic, influential international executive and marketing thought leader with a passion for relationship development and authoring impactful content. Griffiths is a driven, strategic leader who implements creative initiatives to achieve the goals of a global professional services network. She manages all major aspects of the Network, including recruitment, member retention, and providing exceptional client service to an international membership base.

In her role as Executive Director, Griffiths manages a mix of international programs, engages a diverse global community, and develops an international membership base. She leads the development and successful implementation of major organizational initiatives, manages interpersonal relationships, and possesses executive presence with audiences of internal and external stakeholders. Griffiths excels at project management, organization, and planning, writes and speaks with influence and authority, and works independently while demonstrating flexibility in thinking, especially in challenging situations. She also adapts to diverse and dynamic environments with constant assessment and recalibration.

JD Supra Readers Choice Top Author 2019

In 2021, the ILN was honored as Global Law Firm Network of the Year by The Lawyer European Awards, and in 2016 and 2017, they were shortlisted as Global Law Firm Network of the Year. Since 2011, the Network has been listed as a Chambers & Partners Leading Law Firm Network, recently increasing this ranking to be included in the top two percent of law firm networks globally, as well as adding two regional rankings. She was awarded “Thought Leader of the Year” by the Legal Marketing Association’s New York chapter in 2014 for her substantive contributions to the industry and was included in Clio’s list of “34 People in Legal You Should Follow on Twitter.” She was also chosen for the American Bar Association Journal’s inaugural Web 100‘s Best Law Blogs, where judge Ivy Grey said “This blog is outstanding, thoughtful, and useful.” Ms. Griffiths was recently chosen as a Top Author by JD Supra in their 2019 Readers’ Choice Awards, for the level of engagement and visibility she attained with readers on the topic of marketing & business development. She has been the author of Zen & the Art of Legal Networking since February of 2009.