Client Feedback: More than Just an Interview

Professional Development Series

Domain: Client Services

A client-feedback initiative is a valuable means of improving client service and identifying opportunities for law firms to expand the scope of services provided to their clients. An effective initiative, however, isn’t just the interview itself; it requires an assessment of the means by which information is gathered, as well as the identification of new opportunities to expand service. It also maximizes the benefit of the feedback by ensuring that lawyers and staff act on the information gathered, in spite of the various dynamics that can impede follow-through – including busy practices, communication breakdowns, and the awkwardness of providing difficult feedback.

In this webinar, Jeanne Hammerstrom, the chief marketing officer at Benesch, and Peter Johnson, the founder of Law Practice Consultants, will cover all three facets of effective client-feedback initiatives. In a discussion moderated by John Tuerck, the Director of Public Relations at Mayer Brown, Jeanne and Peter will provide techniques on obtaining client feedback and suggestions on how to act on information gathered.

Learning Outcomes:

  • Identify the various means of obtaining client feedback
  • Recognize opportunities to identify new service areas
  • Identify the importance of follow-through – including the delivery of negative feedback

Jeanne Hammerstrom, Chief Marketing Officer, Benesch
Peter Johnson Partner/Founder, Law Practice Consultants, LLC
John Tuerck (moderator), Director of Public Relations, Mayer Brown LLP

Price: Complimentary for Members