http://denniskennedy.com/blog/2009/01/client-technology-surveys-a-powerful-little-tool/ Legal technology, technologylaw and other musings. Wed, 21 Dec 2011 14:59:36 +0000 hourly 1 http://wordpress.org/?v=3.0.4 http://denniskennedy.com/blog/2009/01/client-technology-surveys-a-powerful-little-tool/comment-page-1/#comment-336 Dan Pinnington Tue, 10 Feb 2009 18:33:27 +0000 http://denniskennedy_com.innosoftware.net/?p=1419#comment-336 In tough economic times it is more important than ever to make sure your clients are happy with the work you did for them. I agree that a post-matter client survey is one of the best ways to collect information about what clients thought about the services you provided. Your survey should be structured to help you identify specific areas for improvement. Ideally, it should include some open-ended questions. Ontario legal malpractice insurer LAWPRO’s (www.lawpro.ca) booklet, Managing a Better Professional Services Firm (www.practicepro.ca/servicesbooklet), included a sample post-matter client survey. An electronic copy of this survey that you can adapt for your firm is available at http://www.practicepro.ca/practice/pdf/PostMatterClientServiceSurvey.rtf In tough economic times it is more important than ever to make sure your clients are happy with the work you did for them. I agree that a post-matter client survey is one of the best ways to collect information about what clients thought about the services you provided.
Your survey should be structured to help you identify specific areas for improvement. Ideally, it should include some open-ended questions.
Ontario legal malpractice insurer LAWPRO’s (www.lawpro.ca) booklet, Managing a Better Professional Services Firm (www.practicepro.ca/servicesbooklet), included a sample post-matter client survey. An electronic copy of this survey that you can adapt for your firm is available at http://www.practicepro.ca/practice/pdf/PostMatterClientServiceSurvey.rtf

]]> http://denniskennedy.com/blog/2009/01/client-technology-surveys-a-powerful-little-tool/comment-page-1/#comment-335 Jason Mark Anderman Thu, 29 Jan 2009 17:20:21 +0000 http://denniskennedy_com.innosoftware.net/?p=1419#comment-335 This post reminds me of a tale of two law firms. I dealt with these two firms when I was in-house counsel. One, Saul Ewing, actually sent two full time consultants to interview me on how they could do better, and, after the interview, implemented an extranet that made handling our voluminous real estate document files much easier. The other came in to pitch, and asked me how they could get our business. I said that I would be very much interested in a firm that had established elaborate knowledge management templates for all of their commonly used contracts, with all of their alternative negotiating positions included, and built these templates into contract creation software so their attorneys could be much more productive. He looked at me strangely for a few moments, blinked hard, then said, "What else can we do to get your business?" This post reminds me of a tale of two law firms. I dealt with these two firms when I was in-house counsel. One, Saul Ewing, actually sent two full time consultants to interview me on how they could do better, and, after the interview, implemented an extranet that made handling our voluminous real estate document files much easier. The other came in to pitch, and asked me how they could get our business. I said that I would be very much interested in a firm that had established elaborate knowledge management templates for all of their commonly used contracts, with all of their alternative negotiating positions included, and built these templates into contract creation software so their attorneys could be much more productive. He looked at me strangely for a few moments, blinked hard, then said, “What else can we do to get your business?”

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