By reaching out to clients to get an in-depth understanding of their experience with the firm—and with some of your competitors—firms can demonstrate not only a commitment to client service, but are also armed with valuable information to inform strategic planning, branding and visibility initiatives and to provide the bespoke service clients are demanding.
Using a consultant to conduct the interviews ensure that the firm will receive candid and honest feedback. Alternatively, I can work with members of your firm to train them to conduct interviews, including developing an interview guide, preparing for the meeting, and most importantly, following up on the feedback received.