Preparing Managing Partners for Meaningful Client Communications
Managing partner and leadership visits are valued by clients and critical to a law firm’s ongoing client feedback efforts. When done well, clients are dazzled by the attention and become increasingly loyal to the firm. Unfortunately, most law firms do not seek any type of client feedback despite proven benefits to the bottom line. According to a study conducted by Wicker Park Group in conjunction with LexisNexis Martindale-Hubbell, 52% of firms surveyed globally do not conduct client feedback programs, and 59% of the firms not seeking feedback say it is not a priority for firm leadership.
Managing partners erroneously assume their attorneys are getting all of the necessary client feedback without any formal process in place. And many law firm marketing professionals admit their managing partners are guilty of conducting “drive-by client visits” and confusing social or sales calls with client feedback efforts. When a formal interview is conducted, clients offer concrete, valuable information that improves the relationship and builds more business. This program will outline best practices, tips and tactics from marketing professionals who have successfully prepared their firm leaders to take client interactions to the next level.
LMA 2015 Annual Conference