Everyone wants to be appreciated for their hard work, but while praise can be encouraging, it’s not nearly as constructive as addressing faulty areas directly. Even though constructive criticism may be hard to handle, only honest feedback will truly help improvement.
Create a client survey that each can fill out upon completion of their case. You may want to avoid making sections for negative feedback, but being the best means allowing and understanding how clients really feel.
Start with an easy survey like the one below, and change it over time to reflect different needs.
On a scale of 1–10, please indicate your level of satisfaction with the following:
(1 = Very Satisfied, 10 = Very Dissatisfied)
1. The frequency with which you received updates from your lawyer regarding your
2. Your lawyer’s ability to achieve desired results for your case.
3. The accessibility of your lawyer.
4. Your lawyer’s knowledge of the law relating to your legal case.
5. Your lawyer’s level of professionalism.
6. Your lawyer’s personality and behavior.
7. Your overall experience at this firm/practice.
8. Would you hire this lawyer again? Y/N
9. Would you recommend this lawyer to a friend or colleague? Y/N
If you are interested in more specific client feedback, which is always valuable, consider adding an area at the bottom or on the back of your survey for clients to free write. This will allow clients to explain their choices and address issues that may not have been covered by your questions.
Some clients may be hesitant to add constructive criticism if not prompted, so adding a question such as: “In what areas can the lawyer or law firm improve in and why?” is beneficial.
As a bonus, you can show your good reviews to other potential clients, feature them on your website, or add them into your practice’s other marketing avenues.
And your bad reviews?
Learn from them, and make necessary changes. Your practice in turn will be stronger than ever.