Client Surveys Slow to Catch On As a Legal Marketing Tool
The Journal Record (February 08, 2007)
Author: Dick Dahl
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BOSTON - Client surveys are slowly being recognized as a viable marketing tool by law firms, but the profession still lags far behind the rest of the business world.
"Client feedback is a normal part of an intelligent marketing program," said James W. Jones, director of Hildebrandt International, a consulting firm in Washington, D.C. "In most every other business you can think of, it's only natural to ask your customers about the service they're getting. But it's only a distinct minority of law firms that are doing these, and it's puzzling to me."Client Surveys Slow to Catch On As a Legal Marketing Tool
The lawyers who do conduct client surveys are also puzzled by the failure of most firms to use them.
"From what people tell me, it's not as rare as it was in 2000," said Patrick J. Lamb, a partner in the Chicago litigation firm Butler Rubin Saltarelli & Boyd, which regularly conducts client surveys. "But it's still rare enough that clients say they're happy that we do it."The idea of using client surveys as part of a law firm's marketing strategy is not exactly new."There's been a lot of buzz about it, but it's sti...Try vLex for FREE for 3 days
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