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RESEARCH > Client Interviews
Clients have opinions about you whether they tell you or not.
Typically, clients enjoy being asked about a law firm’s services, especially if the firm then corrects any aspects that are bothering them.
Question them about their future concerns and your performance.
Questions focus on their concerns for their own business, their views of the economic situation, etc. as well as how they view your performance, when and why they use your services; who else works with them on legal matters, etc. The conversation is then turned into a report focused on action items to continue and to change. Depending on the firm, the information is shared with the client relationship partner, the whole client team, and/or the executive committee.
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For example -
An accounting firm wanted to know if their clients would use them for three new service areas they planned to add. Interviews with key clients showed that not only would they not use the firm for these services; they were unaware of over one-third of the services offered by the firm. Result: No new service areas were added, and a campaign was designed to make the whole service menu visible to clients.
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