Surveying Your Clients Will Boost Your Practice

Here are some tools for doing it.

Want to know what your clients think of you and the service you’re providing?

Ask them. But if you’re seeking more valuable – and honest – feedback, consider sending out a survey via Mailchimp, Survey Monkey or another online tool.

Even better: conduct personal interviews, preferably from an outside source so that clients will give candid responses.

“A critical aspect of any law firm’s marketing strategy is understanding how you are currently perceived by clients,” writes Linda Hazelton in this post for Attorney at Work. “Why did they choose you and why do they remain with you? What other firms are they using and why? Is the client service and value you deliver exemplary or just good enough? Where are the opportunities to develop further profitable business?”

The bottom line: what you don’t know can hurt you – and hurt your business. In her blogpost, Hazelton says client interviews can do the following:

  • Shore up and nurture relationships.
  • Discover new ways to deliver client service.
  • Identify warning signs that the relationship is faltering.
  • Spot opportunities for new business.

Read the entire blogpost, “What You Don’t Know Can Hurt You,” at Attorney at Work.

Succession Planning is key to your law firm’s future. Having a succession plan doesn’t mean you’re ready to retire or need to stop work today. It means having a blueprint for your future and a process for transitioning ownership smoothly, seamlessly and profitably. Learn more about succession planning – and how you can design a plan that’s right for your practice – by attending our upcoming live webinar, Success in Succession Planning. Our guest speaker is Camille Stell, CEO and founder of Lawyers Mutual Consulting & Services, who (literally) wrote the book on Designing a Succession Plan for Your Law Practice. One hour of CLE credit has been applied for and is expected to be approved. Register here.

8 Popular Survey Tools

“Online survey tools make it easy to solicit feedback on your products and services,” according to business writer Emily Heaslip in this post for the US Chamber of Commerce. “Maybe you’re trying to solicit customer feedback. Maybe you’re looking for input from your employees on which health plan is best. Or, maybe you just want to increase engagement on social media. No matter the reason, here are some popular small business survey tools that make it easy to create, send and analyze custom questionnaires.”

Following are 8 tools highlighted in Heaslip’s blogpost:

  1. SurveyMonkey. This is one of the most widely-used online feedback tools. It offers a range of prices and features.
  2. Google Forms. User friendly and lets you personalize your survey with your logo and brand.
  3. Typeform. Delivers an elegant and simple design; it works on virtually every device.
  4. SurveyPlanet. Offers a comprehensive library or pre-written surveys to choose from.
  5. HubSpot. Its free Forms Builder lets you create surveys that automatically transfer customer data directly into Hubspot’s CRM. Drag and drop from more than a dozen question types to customize your questionnaire.
  6. Mailchimp. Lets you send customized surveys through your regular email campaigns: its “Forever Free” plan allows up to 2,000 contacts and 12,000 emails per month.
  7. LimeSurvey. Targeted for universities, institutions and market research; it offers a deep dive into market analytics.
  8. Qualtrics. Another more advanced tool; it offers a plethora of question types and back-end statistical analysis.

Sources: Attorney at Work, US Chamber of Commerce

If you practice in Wisconsin, Texas, Minnesota, Ohio, Illinois, Indiana or Michigan, you can stay on top of ethics and risk management news by being a member of Alta Pro Lawyers RPG. You’ll get access to free webinars, the Pro Practice Playbook, Reminger ProLink, Ask the Risk Pro and more. Here’s how to join.

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