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Listening to the Client

Slaw – Heather Gray-Grant – “In over 30 years of working with law firms on improving productivity and profitability, I’ve seen countless marketplace surveys on the incredible value of client feedback mechanisms. In many instances it’s been labelled as one of the fastest and most effective ways to boost firm revenue. So, you’d think that law firms would be all over this business practice as a standard operating procedure. But…not so much. Two decades ago, law firm management expert Jim Durham conducted a survey of 100 MPs to see how many of their firms had client feedback programs. Around 20% of them did (or were at least planning to put them into place). More recently, Jim asked the same question of a room full of marketing directors. The response? About 20%. We haven’t come far at all, baby…”

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