Comments on: How to Conduct an EFFECTIVE Client Interview http://toplawyercoach.com/2010/03/client-interviewing/ Coaching for Lawyers and In-House Counsel Tue, 04 Oct 2011 18:51:17 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Kent Wakely - Fruition Interactive http://toplawyercoach.com/2010/03/client-interviewing/comment-page-1/#comment-36 Kent Wakely - Fruition Interactive Mon, 10 May 2010 15:00:11 +0000 http://toplawyercoach.com/?p=2844#comment-36 This is an excellent article. I think there's one piece that's missing or been under-emphasized, though. All of these practices are excellent practices, but law firms are still going to struggle if don't do the initial groundwork of defining what client service success looks like. The first step should really be to define success metrics. For instance, here at Fruition (even though we're not a law firm) we've been doing post-engagement client satisfaction surveys for about a year now. Before we started surveying, we decided that Net Promoter Score (NPS) was going to be our primary performance indicator for client satisfaction. NPS is an averaged, aggregated number representing clients answers to the question, "on a scale of 1 to 10, how likely are you to recommend Fruition to a friend or colleague". NPS isn't going to be the right metric for every firm, but without knowing exactly what it is you're measuring, you're going to have a hard time defining how you're going to measure it. - kent wakely, <a href="http://www.fruitioninteractive.com" rel="nofollow">fruition interactive</a> This is an excellent article. I think there's one piece that's missing or been under-emphasized, though.

All of these practices are excellent practices, but law firms are still going to struggle if don't do the initial groundwork of defining what client service success looks like. The first step should really be to define success metrics.

For instance, here at Fruition (even though we're not a law firm) we've been doing post-engagement client satisfaction surveys for about a year now. Before we started surveying, we decided that Net Promoter Score (NPS) was going to be our primary performance indicator for client satisfaction. NPS is an averaged, aggregated number representing clients answers to the question, "on a scale of 1 to 10, how likely are you to recommend Fruition to a friend or colleague".

NPS isn't going to be the right metric for every firm, but without knowing exactly what it is you're measuring, you're going to have a hard time defining how you're going to measure it.

- kent wakely, fruition interactive

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