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Client Feedback Webinar Series

LMA is pleased to present a three-part webinar series on successful client feedback programs. The series will provide a step by step guide for getting a client feedback program started in your law firm, mastering the interview process and most importantly using client feedback to develop meaningful follow-up activity to improve and enhance your firm’s client relationships. Whether you are just getting started plan to participate in client feedback initiatives or want to accelerate your firm’s current client feedback efforts, there is a session(s) that will fit your needs.  The series is scheduled for the following dates and time:

  • Wednesday, September 29 at 2:00pm - 3:30pm ET/1:00pm - 2:30pm CT/12:00pm - 1:30pm MT/11:00am - 12:30pm PT
  • Wednesday, October 20 at 2:00pm - 3:30pm ET/1:00pm - 2:30pm CT/12:00pm - 1:30pm MT/11:00am - 12:30pm PT
  • Wednesday, November 10 at 2:00pm - 3:30pm ET/1:00pm - 2:30pm CT/12:00pm - 1:30pm MT/11:00am - 12:30pm PT

Client Feedback I: The Essential First Steps
Wednesday, September 29
Level: All

Most partners in firms intellectually and objectively understand the rationale and importance of client feedback but fail to execute a proper method of soliciting that feedback. The reality is that many firms still face an up-hill battle in creating the internal support and buy-in to develop a firm wide systematic client feedback process. Valuable client feedback goes far beyond simply asking the question “are you satisfied with our work.” True client feedback is not about the bill, the details of the most recent matters or a bait and switch where firms attempt to sell other practice groups. True client feedback is a conversation that generates actionable follow up items, begets future dialogue, and validates the firm’s strategy for client service.

This webinar will tackle the essential first steps in creating the buy-in, support and framework for a successful client feedback program. Topics include:

  • The benefits of systematic client feedback;
  • Getting leadership support and buy-in
  • Structuring a program that fits the firm’s culture
  • Staffing and resources required
  • Selecting clients
  • The importance of the Pilot

Client Feedback II: Interview Best Practices
Wednesday, October 20
Level: All

Well prepared and skilled interviewers can quickly get clients to share information that will allow the firm to create a dynamic and strong service differentiator, and quite frequently lead to both short term and long term financial benefit to the firms. This webinar will outline best practices on pre-interview preparation including training and internal and external research as well as tips from successful interviewers. Topics  include:

  • Selecting and training interviewers
  • Pre-interview protocols, preparation tools and research resources
  • Why it is critical to keep the relationship partners engaged
  • Crafting the questionnaire
  • The importance of understanding communication styles and preferences
  • Tips for quickly building trust and rapport
  • Asking the hard questions
  • Dealing with delicate or difficult feedback.
     

Client Feedback III: Turning Information into Action
Wednesday, November 10
Level: All

The most important goal of all client feedback interviews, regardless of who is conducting the interview, is the understanding that the firm, partners and associates working on that client’s matters will act and follow through on the information uncovered in every client feedback interview. Successful client feedback programs generate more than great information from clients. The most successful programs provide specific ideas and suggestions for improving or enhancing the client experience based on that feedback. This webinar will focus on turning information into action and will cover:

  • Creating “doable” follow-up strategies
  • Tips for creating reports and plans attorneys will read and follow
  • Communicating results (good and bad)
  • Successful debrief meeting
  • Identifying common themes, key trends and service best practices
  • Tracking follow-up tasks
  • Critical internal communications

Presenters:
Laura Meherg, Partner, Wicker Park Group
The Elite Excellence in Legal Marketing Awards named her 2004 Marketing Director of the Year.  This award followed her development of a leading client feedback program for her firm, Burr & Forman, which produced measurable results, won universal praise from the leadership of her firm, and became a benchmark in the industry.  She has conducted hundreds of interviews over the past 10 years.  Laura remained as director of client services and marketing at Burr & Forman from 1998 to 2005.  At the firm, Laura’s responsibilities covered every aspect of marketing and training. 
After leaving Burr & Forman in 2005, Laura founded Meherg Consulting, which later became part of the Wicker Park Group.  She regularly works with GC and facilitates GC roundtables for Martindale-Hubbell’s Counsel-to-Counsel Forum series and other in-house counsel programs.  She is a frequent speaker at legal marketing educational programs.

She is a past- President of the Southeastern Chapter of the Legal Marketing Association and recently served on the board of directors of the Legal Marketing Association as Secretary and Member at Large.  She is the past Chairman of the Board for Kid One Transport Systems of Alabama and volunteers with Girls Inc.

Nathaniel Slavin, Partner, Wicker Park Group
He is the former publisher of InsideCounsel (Corporate Legal Times), the management monthly for corporate legal executives, as well as a series of specialty publications. His monthly column, Interactions, explored the issues that challenge legal departments and their law firms and businesses advisors. In 2005, he led the sale of Corporate Legal Times LLC to a New York based private-equity sponsored publishing company. He remained executive vice president and publisher and a member of the senior management team at Wicks Business Information until his 2006 departure. In 2007, he formed the Wicker Park Group.
He was also co-founder and publisher of Business Without Borders. He is the author of more than 100 articles on legal department management and frequently speaks on legal department management and marketing strategies.  He regularly works with law firm leadership to advise on marketplace trends, consults with corporate legal departments and is intimately involved in the creation of innovative brand initiatives for a variety of consultancies, technology companies and law firms. Previously he was founding editor and publisher of U.S. Business Litigation. From 1992-2006 he held a variety of editorial and management positions at Corporate Legal Times LLC and its predecessor company Giant Steps Media.

He served as the 2007 president of the International Board of Directors of Legal Marketing Association, is on the Board of Directors of the Poder Learning Center, and taught bi-lingual/bi-cultural English & History in Southern California.

Register for the webinar series and save $50!
Full Member: $249; Limited Member: $329; Nonmember, $549
Register online today or print and fax your registration form.

Individual Webinars:
Full Member: $99; Limited Member: $129; Nonmember, $199

Register online today for individual webinars or print and fax your registration forms for September 29, October 20, or November 10.

Fee includes:

  • Authorization to invite an unlimited number of staff or colleagues to listen at the program site
  • One streaming audio connection
  • One set of presentation materials that may be duplicated for all attendees

.Contact:
education@legalmarketing.org
(312) 321-6898