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What Do Your Clients Think About Your Service?
by Barbara Lewis MBA and Dan Otto MBA

Nearly every industry conducts client surveys on the product or service that they provide.  Yet law firms rarely take advantage of the information that clients may offer about the level of service.  Centurion Consulting Group has found that most attorneys are reluctant to query clients for fear of hearing negative comments. Yet these client surveys are almost always eye-openers both in terms of strengths on which the attorney can capitalize and weaknesses where the attorney can improve.

Action Step:

Periodically, conduct client surveys to determine areas for improvement.   Associates, in particular, who know that their work with be critiqued by clients, become more conscious of the level of service that they provide.

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