Rainmaking Recommendation #143: Client Feedback – Scary but Necessary

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

Image courtesy of freedigitalphotos.net/fantasista

(Image courtesy of freedigitalphotos.net/fantasista)

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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