Who Cares What Clients Think? You Should!
What's the buzz when you ask your divorce clients how their law firm is faring? Family law attorneys often break into a cold sweat at the thought of surveying clients about their case, fearing a tsunami of dissatisfaction and complaints. They'd rather put on a brave face and weather the storm ignorant of shoals ahead.
But it’s not all doom and gloom. Ignoring the potential bruising to an attorney's ego and self-esteem, not seeking clients' opinions about their lawyer and the law firm is not just an "oops" moment, but also a lost opportunity.
Sure, when a firm first surveys their clients they might open a Pandora's box of complaints – some of which could be beyond the law firm's powers to fix. But, in our experience, client feedback is like finding a treasure chest of insights and kudos for our team's performance.
If a client has a beef with something, it's better to let them vent their frustrations even if the firm can't perform miracles. It's like therapy for clients. Sharing a good eye-roll over court delays, insufferable opposing counsel, and the ever-growing money pit of a divorce can create a bond between the client and the attorney. Plus, it might help clients grasp the challenges of practicing family law.
Catching a problem early can turn a potential disaster into an instance of a minor mishap. Ignoring issues is like turning a blind eye to a ticking time bomb of
grievances. Wouldn't you want to defuse those grievances while there's still
time?
Believe it or not, mostclients really like their attorneys! We think it's crucial for our lawyers to bask in the sunshine of praise, as many clients may not spontaneously offer up high praise unless you ask them. Family law is no walk in the park, but the vast majority of our clients appreciate their attorney's superpowers; they just won't say anything unless nudged!
At Modern Family Law, we seek feedback from clients twice a month, with a cherry on top – their billing statements. We synchronize our survey with their bill because we know that clients can have an "ouch" moment when faced with their statements, and we want to get the raw response. The result? A shower of overwhelmingly positive feedback! Clients not only really appreciate being asked for their opinion but also relish the opportunity to give their lawyer a standing ovation.
Hiccups are part and parcel of family law. It's like a roller coaster of the legal world. Spotting and tackling those issues early on, with plenty of time for damage control, can save a firm from an epic facepalm down the road.