All marketing efforts should center on client preferences.  Without a clear understanding of their needs, expectations and opinions we’re largely throwing darts in the dark.  Today, legal marketing still primarily focuses on tactical efforts designed to tell clients and prospects about the firm and its practices. We’re not in dialogue, we’re not asking the right questions and we’re not listening enough.

Our clients can tell us about how to keep them happy, what we’re doing better than anyone else and where we can improve. The devil – or criticisms – you know is the devil you can manage. If you don’t ask, then you could be headed for some unpleasant surprises. Knowledge will place you in a position to respond and recover.

ClientSpeak™ is a client interview program designed to increase your awareness of client perceptions and improve client retention. It helps you improve existing relationships, improve client loyalty often resulting in additional work and it will certainly advance the relationship. Client interviews are essential for your most valuable clients. By keeping our best clients close, we improve communication and can respond quickly, showing the firm values the client. ClientSpeak™ also improves client retention by rectifying any potential problems before they jeopardize the relationship, and also feed your practice group important intelligence about the range of a clients’ legal needs. Who’s talking to your best clients?