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CLIENT REFERRALS

Model Tool: 90-Day File Report Card

Why you need this tool:

When your clients are satisfied with your work, they’re more likely to refer you to friends and colleagues. And one proven way to enhance client satisfaction and increase referrals is to provide clients with maximum personal contact.

How this tool helps you:

A major complaint from clients is a lack of access to their lawyers. As you implement policies to improve client communications, such as call returns, it’s important to gauge the success of these new policies. Having your clients answer these questions will help you identify your firm’s strengths and weaknesses.

How to use this tool:

Ninety days after taking on a new client, have an outside service contact your client and ask these 10 questions to learn how your clients feel about your firm’s communications practices.

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