Podcast: Don’t Fear the Client Survey
Feedback from clients is scary. Getting your associates comfortable with hearing client feedback is tough. When you mention client surveys, lawyers freak out. They worry about what clients might say when they're not around. They worry that you’ll be scrupulously monitoring scores and start making firing decisions. In this episode, I’m going to help you avoid a lawyer revolt and help you maintain order. We'll walk through how you can implement a client survey process without stepping on toes and without having to club any young lawyers to death. You’re going to start receiving feedback providing you with actionable information for managing your practice. Resources The Ultimate Question 2.0 - Fred Reichheld The One Number You Need to Grow - HBR Listen in Browser | Download MP3 | Subscribe in iTunes