Beyond enquiry

Targeted action to handle new enquiries, and follow up on them, greatly increases client satisfaction rates, as Helen Hamilton-Shaw explains

16 Jan 2020

Understanding how to exceed client expectations in today’s fast-moving environment can drive tangible benefits and performance.

Too often, the focus is on measuring satisfaction once they have come on board. However, having completed six years of LawNet’s audited excellence mark, with more than 70,000 client satisfaction surveys and 5,000 anonymous experience reviews completed by LawNet firms, we see the importance of getting the experience right from the start.

Drilling down into our research findings, there are three issues firms must tackle when growing new business relationships. They need to make sure potential clients know what makes the firm different; how price translates into value; and how they will keep...

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