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Let Me Count the Ways…
In anticipation of Valentine’s Day, I decided to take a look at WPG client feedback reports from the past few months to see what clients say they really love about their law firm relationships. Clients...
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The Myth of Feedback and the Consequence of Assumptions
If feedback was easy, then it would happen every day, in real time, and there would never be a single doubt about any of the themes most critical to every client-law firm relationship: Do you...
View ArticleResponsive Vs. Proactive: Clients Expect One and Beg for the Other
There is a recurring theme among our client interviews and electronic feedback surveys these days, and acting on it is a win/win for clients and lawyers. Clients want their lawyers to be more proactive...
View ArticleWAKE UP! News from the Trenches About Client Service
Tara Weintritt, Partner, Wicker Park Group Daniel H. Weintraub, Managing Director and General Counsel, Audax Group Here at Wicker Park Group, we have been interviewing clients on behalf of law firms...
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Client Feedback is a Gift. How Do You Say Thanks?
Wicker Park Group periodically revisits some of our most popular blog posts. This post originally appeared in April 2017. When clients take the time to offer feedback, they give their lawyers and firms...
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Five Client Conversations to Have Now
We are entering the final months of the year, which is often a time of reflection (and collection). At WPG, we’ve been reminded of the valuable year-end actions that will show your clients you are...
View ArticleClient Service in the Legal Ecosystem: It’s About What You Do, Not What You Say
I’ve worked with about 100 firms in the last 12 years, primarily around client feedback, and there is one most important element to the entire feedback process: what the firm does to act on the...
View ArticleResponsive Vs. Proactive: Clients Expect One and Beg for the Other
Wicker Park Group periodically revisits some of our most popular blog posts. This post, one of the most read last year, was originally posted in April 2018. There is a recurring theme among our client...
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The True Magic of Client Feedback Happens After the Interview
Lawyers and firms considering a client feedback program typically want to hear about the type of feedback we solicit from clients. But they are often more interested in the activities or results that...
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Client Feedback Best Practices: Which Clients to Interview?
In last week’s blog post, Tara wrote about the outcomes of client feedback interviews and even shared recent recommendations we have made to our law firm clients after talking to their clients. We make...
View ArticleWhat You’ll Hear from Clients in 2020
As we enter the new decade, our society has incorporated feedback into almost every aspect of daily life from informal comments on social media to online reviews of products and services. And while...
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The Impact of COVID-19 on Corporate Legal Departments
Last week we launched a survey in partnership with ALM Intelligence to uncover how U.S. legal departments and, more importantly, individual in-house lawyers are being impacted by COVID-19. For those of...
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Insights From Our Corporate Legal Department Survey on COVID-19
We have been closely reviewing and analyzing the responses to the recent Impact of COVID-19 on Corporate Legal Departments survey we conducted in partnership with ALM Intelligence. More than 130...
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Podcast: How to Gather Feedback and Create Loyalty Within Your Clients for a...
Wicker Park Group Partner Nat Slavin recently had the opportunity to talk with Chase Williams and Ryan Klein about client feedback and loyalty on the Legal Mastermind podcast. They discussed several...
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The Client Must Be at the Center of Innovation
Last week, I cohosted a workshop with Elevate founder, chairman and CEO Liam Brown at the 2020 College of Law Practice Management annual Futures Conference on “Breaking Away from Tradition to Become a...
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Why a Global Pandemic Is the Perfect Time To Get Feedback
We have been asking clients for feedback on behalf of law firms and professional service firms for almost 20 years now. It is some of the most valuable and rewarding work we do. Clients continuously...
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Where to Start with Client Feedback
When firms are contemplating launching (or recommitting to) a client feedback program, we often get asked where they should begin. We are champions of starting small or running a pilot around a select...
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Alumni Could Be Your Hidden Gem
In our last post, we discussed types of clients to consider when launching a client feedback program. One of those potential feedback sources, alumni, offer a valuable and often overlooked voice that...
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Client Service Report Card
September often marks the time for new beginnings: a change in the weather, back to school, new routines and football. With my kids starting a new school year, the conversation in our home has turned...
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The Client Must Be at the Center of Innovation
Wicker Park Group periodically revisits some of its most popular blog posts. This post, first published in October 2020, still offers worthwhile insights into innovation. Last week, I cohosted a...
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