Why Focus on Customer Insight Now?

Client, introducer and business partner expectations have shifted, especially with recent changes in technology and work environments. Engaging in meaningful conversations about these changes can uncover opportunities to add value to your services and strengthen client relationships.

While recognising the importance of client listening, many law firms struggle to find the time. Recent research indicates that professionals are eager to engage more deeply with clients but face time constraints. Prioritising client feedback can serve as a catalyst for positive change. If you constantly act on that more effectively than your competitors, your practice will be successful - retaining and winning more instructions from current clients and new prospects. 

Recent research confirms that professionals are frustrated by not doing enough. We know that listening to clients and the ammunition it provides is the best catalyst for positive change to support growth, but struggle to make the time.

Recent research reports that:

• 71% are not collecting feedback from enough of their clients
• Only 30% ask more than half consumer clients
  
• Only 25% ask more than half SME clients
  
• Only 24% ask more than half corporate clients
  
• 57% - our people are not sharing the feedback they have received.

At Carton & Co, we work closely with law firms to develop more effective and comprehensive client listening strategies. By partnering with your team, we help you understand client needs, uncover insights, and translate them into actionable improvements for your practice.

Do You Have the Right Blend of Client Feedback?

To build a stronger business, consider:

• More effective sharing and collaboration to act on the insights and ammunition that feedback provides. 
  
• Improve, streamline and perhaps automate some of the process.
  
• More Timely Capture, evaluation and response.
  
• Broadening Feedback Collection: Aim to gather input from a larger percentage of clients and share findings across the practice.
  
• Forward-Looking Analysis: Identify emerging opportunities and anticipate client needs.
  
• Reflective Learning: Assess past experiences to inform future actions.

Are You Acting on Feedback Across Your Practice?

A comprehensive approach may include:

• Structured and persistent client feedback processes - looking forward and back.
  
• A central repository for feedback that can be readily shared.
  
• Online reviews - Review Solicitors, Google, Trustpilot primarily for private clients.
  
• Your own client feedback questionnaires - preferably while matters are still live.
  
• Business review meetings - by your people and independently for some by ours.
  
• Social media exchanges and your website.
  
• Pro-active account and relationship management.
  
• "Always on" automated capture, analysis and sharing of feedback, practice-wide.
  
• Active discussion of feedback to explore and develop new initiatives.
  
• Coaching to give confidence to ask the right questions - and respond.
  
• Comparison of key metrics/indicators across the practice and with others.

Achieving the right balance of these initiatives can lead to a sustainable competitive advantage.

Working with Carton & Co

We understand the unique challenges faced by law firms when it comes to gathering and acting on client feedback. Our team collaborates with you to create tailored strategies that integrate seamlessly into your practice. Whether it’s developing a structured feedback process or identifying new opportunities to enhance your client relationships, we’re here to support you at every step.

By putting client listening at the forefront, we help you strengthen relationships, retain valuable clients, and position your firm for long-term success.

YOUR NEXT STEP: Schedule a free 1-hour video or telephone call here with Allan Carton, in confidence and with no obligation.

Call 0161 929 8355 or email here >>