Firms Are Starting Client Surveys

Even if you own your own practice, don’t forget, you can still lose your job:  according to this article, Law Firms Learn to Measure Client Satisfaction, San Jose Biz Journal (4/8/05),  almost 60 percent of companies have fired or are considering firing at least one of their outside law firms, according to a survey conducted by the Association of Corporate Counsel based in Washington, DC.  To avoid this fate, some firms are starting to pay closer attention to client needs, including conducting client surveys.  Although the article reports that some larger firms are hiring professional consultants to perform surveys, seems to me that the best start is the personal touch; to just pick up the phone and ask how your clients are doing and if there’s anything you can do for them.