Why It Pays To Survey Your Clients' Satisfaction

Law360, New York (October 29, 2010, 3:58 PM EDT) -- With the troubled economy leading many companies to chip away at their outside counsel rosters, client feedback should be more valuable than ever — and yet, many firms don't take it seriously. Legal experts explain how client satisfaction surveys can help retain and even build business.

Law firms turn over many more clients each year than they realize, according to Ross Fishman, chief executive officer of Fishman Marketing Inc. They don’t usually fire their firms, he pointed out — they simply hire someone else the next...
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