May 27, 2005
Trust but Verify
A reader posted the following comment to the May 12 entry titled: Client Satisfaction Questionnaire:
“Client satisfaction surveys are important not only to measure quality at your firm - but to also measure quality of firms to whom you may regularly refer your clients……… “
Great comment — why didn't I think of that? Firms practicing the "rule of the fewest” and "concentration" will refer existing and prospective clients to other law firms when the prospect has needs outside of your firm’s areas of concentration. When you do, you are going to be judged by the company you keep, i.e., the firm to which you refer the prospect. You need to inspect with respect the job they are doing. A modified client satisfaction survey is an excellent way to demonstrate your continuing concern that the client’s needs are being met to his/her satisfaction.
You build your relationship when you place the client’s interest above those of the law firm. That is delivering superior value. However, if your referral turns sour, then your credibility will sour with it. So follow Regan’s rule, “trust but verify”.
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Filed under Management by Tom Collins