What Clients Say About Strategic Client Interviews
Some of the most successful professional service firms are ones that take a serious interest in the way their clients see their practice. Doing so helps to maintain client relationships and demonstrate a constant effort toward improvement. See what our past participants have said about their professional service firms through Strategic Client Interviews.
"I do think that what you're doing is valuable," said the chief patent counsel of a global healthcare company. "Asking clients about what you're doing is an incredibly valuable tool to implement."
"I could have sat down with the attorneys to talk about the relationship, but neither side of the discussion would have been as well thought out as your interview," commented the vice president and general counsel of a comprehensive healthcare system. "It's a valuable exercise for the firm to have had the foresight to go through."
"I have a lot of respect for the firm that they're doing this," said the vice president of a major oil company. "It's easy to have someone like you glean this kind of information, but it's difficult to listen to it, and it's more difficult to put your ego aside and do something about it. It means that the firm is smart enough to say we want to stay in business for the next thirty years."
"Other firms should do it, too," said the president of a healthcare management company. "None of the other firms we used to use were listening to us. I would think your services for a law firm would be invaluable.
"Last year we spent $1.5 million in legal fees, which were our average fees at our previous firm. They did our deals and other types of work. But they wouldn't listen to me, so they lost us."
"I'm happy to see the firm is reaching out. It's a great thing to do," said the general counsel of a national company. "It's a positive thing that the firm is thinking they need to know where they stand with their clients and how they can improve their service."
"First of all, I'm a great believer in surveying your customer," said the CEO of a hospital. "If through these interviews you gather data to improve performance, that's great. You can't change performance if you can't measure it."
Get a glimpse into what your clients see in your professional service firm.