by Robin Dicks | Oct 19, 2016 | Robin's Blog
Deborah Shell of Winckworth Sherwood has written an easy to read and interesting article about implementing client feedback programmes. It covers not only the set up of gaining feedback but how it is shared with partners and others to gain commitment, buy-in, results and also an impact at the client. Take a look Are you...
by Robin Dicks | Oct 12, 2015 | Robin's Blog
One theme has been increasingly visible in some of the recent in-depth client feedback interviews we’ve done for firms. It’s connected to “commerciality” but it’s more profound than that. It’s not “technical expertise”, and actually it’s not a client servicing issue either. What it is, is about understanding the context in which the client works in. Their operating pressures, the environment in the sector they work in, and the types and demands of the different (external) stakeholders they work with. Some clients have told us that understanding this enables the firm to be realistic, pragmatic, and to drive strategic value and the “right” result. Otherwise the firm can deliver something that looks great on paper but – crucially – that they don’t much benefit from in the real world. Fee earner/professional advisor performance is hugely variable on this – but it doesn’t have to...
by Robin Dicks | Sep 21, 2015 | Robin's Blog
We’re seeing signs that some firms, and in particular law firms, are moving away from thinking about differentiation as being “lets change our logo and the colours on our website”. A mystery shopping exercise we recently performed across a small set of firms showed that: Two firms had genuinely determined an “offer” which was distinctive and provided something materially different to competing firms One firm talked about undertaking work in a different way, but it appeared “skin deep” as lawyers could not articulate how they did this For one firm, there was a huge gap between what it said it was like, and the experience of a prospective client in dealing with them.There was a gulf between the “verbiage” in brochures and the website, and the reality. It was also a matter of chance as to whether the enquirer was put through to the right person. What do you think your firm would look like to a prospective client? Do you know how your proposition stacks up?...
by Robin Dicks | Aug 18, 2015 | Robin's Blog
Most client feedback exercises get feedback about how the firm performs. Better ones also identify what factors have the greatest impact on the client’s continued use of the firm. But few – still – use the opportunity created by the process to get vital insight into the events and commercial issues seen as most likely by their clients. Knowing this can not only alert you to opportunities with specific clients but also help ensure all your marketing and communications investments of time and money – including events, articles, and social media content – are focused on the issues of most relevance to your clients and prospects. Take a look at this...
by Robin Dicks | Jun 29, 2015 | Robin's Blog
Cross-selling, or as I prefer it to be terms, co-operative selling or successfully extending relationships with clients, requires a number of things to be in place. Fee earners need to be able to answer 5 questions with a “yes”. The link here to the Co-operative selling image shows you what these questions...
