End-of-Matter Reviews
A firm’s greatest asset is a highly satisfied and loyal client base. Job #1, then, is to “secure and protect” this valuable but potentially vulnerable, asset. A firm’s first line of defense is to ensure that the firm’s professionals are meeting, if not exceeding, their clients’ expectations. Although most firm managers agree that it is essential to devote significant attention to existing clients, few firms invest the resources to be consistent and proficient in this critical strategic effort.
Market leaders consistently and proactively seek out and rely on client feedback to protect, strengthen and deepen client relationships, to anticipate changes in their clients’ businesses and competitive environments and to unearth demands that are not being met by the firm’s professionals. Establishing a firm-wide strategy and system for soliciting a steady stream of input from clients (and other stakeholders) helps market leaders manage and monitor their asset protection goals and to quickly address issues of client dissatisfaction and failed expectations.
A simple but very effective way to start to learn from client feedback is to conduct End-of-Matter Reviews after you complete a transaction for a client. LaBrie consulting works with law, accounting and consulting firms to solicit client feedback at the conclusion of any case or project. A completed corporate transaction, special project or resolved litigation offer an opportune time to get valuable, matter-specific feedback from clients.
Some firms rely on the billing partner or other firm administrator to conduct End-of-Matter Reviews. This can be efficient and cost effective if the selected individuals possess the time, commitment, active listening skills and non-defensive posture required to perform this important work effectively. However, a firm’s efforts to build a consistent, proficient and quality feedback system can be compromised too easily if this work is not conducted in a disciplined and professional manner. Issues related to the lack of client candor, inaccurate documentation of client perceptions, slow reporting to the firm and follow-up to the client (if any) and lack of follow through on any appropriate corrective measures can undermine a firm’s client feedback strategy and system.
LaBrie Consulting offers the credibility of a proven track record, the objectivity of an independent third party and the assurance that reviews – and all critical follow-up actions - will be performed on a timely basis.