Our extensive research confirms that most substantial clients value - and expect - periodic frank relationship reviews.
We are often asked how to conduct an effective client relationship review meeting. Getting these meetings right is very important. Feedback obtained is essential input to:
- improvements service delivery
- future proposals
- reveal risks for you to address
- uncover further business development opportunities
So first, the basics
- have a clear agenda
- plan a series of “open questions”
- record the details of your review meeting
- take note of client’s attendees and their titles/roles
- thank attendees for taking time to participate in this process.
Next, agree clear objectives for meeting. For example:
- we want to understand how we’re going …
- we want your full and frank feedback …
- we want to understand exactly what you need and expect from us so we can advise and serve you better …
- we want to know if there are problems which we need to work on …
From here, move to specifics. Include topics such as:
Our understanding or your business
- how well do we understand your business, the industry environment in which you operate, and the challenges you face?
- Do we properly understand your concerns, your problems, and your priorities?
- What work do we need to do on our understanding of your business and your industry?
The quality of advice we give you
- do we consistently provide the right advice to you?
- do you find that our advice is practical and tailored to your particular situation?
- does our advice help you to achieve your objectives?
- what improvements do we need to make in the area of advice quality?
The quality of our relationship with your people
- do our people take a keen interest in your matters and treat you as an important client?
- are our people always straightforward, direct, and honest with you and is their behaviour always completely ethical?
- have our people formed productive working partnerships with key players in your organisation?
- do you feel that we consistently work in your interests?
- how should we work to improve our relationships with your people?
- this is the starring point.
Our accessibility
- are our people readily accessible to you?
- do we return your calls, faxes, and emails promptly?
- do you feel that we are ready and willing to visit you and your facilities?
- how should we work on becoming more accessible to you?
Our responsiveness
- do our people respond in accordance with your priorities?
- do we keep you properly informed during the progress of matters?
- do our people give you clear explanations of legal matters in plain English?
- do you feel that we are easy to work with?
- what work do we need to do on our speed, our responsiveness, and becoming easier to deal with?
The tangibles in the relationship
- what is your opinion of what the quality of letters and documents which we present to you?
- is the format of opinions and advices clear and easy to follow?
- does the presentation of our premises meet your expectations?
- have you found that our technology and other facilities are up to the desired standard?
- are the people with whom you deal with from our firm consistently well presented?
- what aspects of the presentation of our people, facilities, premises, and documents do you suggest we work on?
Let’s review some recent cases
- I’d like to turn to a couple of matter which we have handled for you to get your detailed assessment of how we’ve done. Taking these cases on at a time, thinking back over the [name of case, outlining key points] case, what, if anything, do you think that we did especially well? (Probe out fully.)
- what aspects of our handling of this case fell short of your expectations? (Probe out fully.)
- what suggestions would you have as to how we could improve our performance on such matters in the future? (Probe out fully.)
This will help you to progress towards your objectives in this forum.
The value we provide for the fees you pay
- do you believe that the advice we provide represents good value for money to your organization?
- how do you rate us in terms of value for money compared with the other law firms and professional advisors with whom you deal?
- are you happy with the style, frequency, and presentation of our bills to you?
- what, if anything, should we do to improve performance in relation to the fees you pay for our work?
Opportunities for expanding the relationship
- are there any other areas of your business which need quality legal advice?
- would you or others in your business like to know more about any of the services which we offer?
- how do you recommend that we promote our services to your organization?
Effectiveness of marketing initiatives
- is our newsletter helpful to you?
- do you find the seminars we offer to you interesting and valuable?
- is our website valuable to you?
- has the education we have provided for your staff been useful?
- do you find access to our library helpful?
- what has been your experience of our client research programme?
- how do you feel about the entertainment we offer to you and other key people in your organization?
- what suggestions can you offer to improve the effectiveness of our value added services and marketing?
How we can work together better in the future
- are there barriers or obstacles in working effectively together?
- what can we do to become easier for you to work with in the future?
- Is there anything else at all which you would like to add?
At the end of the interview, again it in important to remember the basics.
- thank your client for his/her time and interest
- promise action on key items requiring further investigation or consideration, indicate time frame for feedback
- explain what will happen as a result of the interview
- again, thank client for time and input.
|
