If you’re a lawyer who only surveys your clients once the engagement’s over, you’re leaving a lot of information on the table — information that will not only help you serve future clients, but your current ones as well.
That’s why, in 2010, you should Resolve To Ask Current Clients More. Institute a regular, ongoing client survey process that reaches out to your current clients at least quarterly.
But what kinds of questions should you ask? I’ve put together the LexThink Model Client Survey (pdf) that contains four short questions for your current clients.
The questions are:
1. On a scale of 1 – 10 (with 10 being best), how well are you being served by this firm, our lawyers and staff.
How could we earn a higher score from you?
2. On a scale of 1 – 10 (with 10 being most likely), how likely you are to recommend us to your peers?
When you describe us to your peers (if you do), what are some of the words you use?
3. What one change could we make to our firm to earn more business from you?
4. What is your most pressing challenge (business, legal or otherwise) you’d like to overcome in the upcoming year?