Best Practices Live Chat: Best Practices in Law Firm Client Feedback Programs: Strengthening Your Client Relationships in a Competitive Environment

[On Demand - DL1060]

Duration: 60 minutes
Course Type: Audio Chat / PowerPoint Presentation
Course Registration Fee: Lex Mundi Member Fee:  No Charge

Course Description:

This course is available only to Lex Mundi members.

This Live Chat recording focuses on things Lex Mundi members should know when implementing a client feedback initiative. The program outlines the benefits and challenges of client feedback programs as well as different methodologies, such as personal interviews, telephone interviews and written/electronic questionnaires. This Live Chat recording also offers best practices and specific advice on the process, including: developing objectives for a firm’s program; selecting the appropriate methodology; questions to ask clients; and how to use the results.


Key takeaways include:

  • Learn how establishing specific objectives for the client feedback program will drive important decisions about the methodology
  • Know the pros and cons of different types of client feedback programs and different interviewers/surveyors
  • Understand the importance of having a good survey instrument
  • Learn ideas for overcoming lawyer objections to seeking client feedback





 Sally J. Schmidt, President, Schmidt Marketing, Inc. 

Sally is President of Schmidt Marketing, Inc. in Edina, Minnesota, offering marketing services to law firms. The company's consulting clients have included over 400 law firms throughout the United States, Canada, Mexico, Europe, New Zealand and Australia, ranging in size from two to over three thousand attorneys.

A frequent industry presenter, Sally has spoken at more than 200 national and international seminars and conferences for the legal profession, including programs sponsored by The American Lawyer, The National Law Journal, Practising Law Institute, LMA, the ABA, and the Association of Legal Administrators. She also is currently an advisor for Attorney at Work, a new online program. Sally's articles have appeared in The National Law Journal, Marketing for Lawyers, The American Lawyer, Lexpert and other legal trade publications, and she has a bi-monthly column in the Law Practice magazine of the American Bar Association.

MCLE/CPD Information:

To obtain MCLE/CPD credit for online courses through the Lex Mundi Learning Network, please refer to your jurisdiction’s regulating agency for information regarding MCLE/CPD self-filing instructions.


Registration and fees:

Lex Mundi Member Fee - No Charge

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Course Categories:

Business Development and Client Service
Law Firm Management
Process Improvement and Technology
Practice Area Expertise
General Legal Skills and Personal Development
Talent Management
Knowledge Management
Project Management