Leadership is about making positive change in an organization that benefits both the client and the firm. Feedback - internal and external - is absolutely critical to identify areas of growth, dissonance, and opportunity. Here are some recent (and not so recent) articles on getting client feedback:
In the October 2005 edition of American Lawyer, Aric Press writes about how Reed Smith uses an internal GC Client Relations Director to gain client feedback.
In this 2004 article on client feedback, the reporter details how Gray Cary, MoFo and Pillsbury Winthrop have droped big bucks on outside consultants to survey their clients. The article mentions how Mozhgan Mizban of The Zeughauser Group is hired by large law firms to interview their key clients and report back on client satisfaction, opportunities for growth, and general health of the relationship.
Terri Pepper Gavulic of Hildebrandt has a good article on how to conduct client interviews here. Terri and other Hildebrandt consultants urges firms, "now, more than ever, listen to your clients."
Bill Flannery outlines his key steps to successful client interviews here. He wrote this article 15 years ago, and the tenets are still true.
Holland & Hart is one of the few firms to publish their client service standards, including a mandate for feedback.
Consultant Laura Meherg has an excellent 'how-to' on client feedback programs here.
Thomas Clay of Altman Weil writes about client feedback programs in his outline of what makes a practice group effectice.
What are you doing to get feedback from your (internal or external) clients?
What is keeping you from getting better feedback?
