Don't be an ostrich: Ask general counsel, "How're we doing?"
If you think that most of your clients are satisfied, think again. Research shows that law firms consistently rank themselves much more successful at client satisfaction than their clients do. The only way to know what your clients are thinking is to ask them. In this October 2008 article, consultant Martha Cusick Eddy discusses the results of more than 100 interviews she has conducted with in-house counsel.
Don't be an ostrich: Ask general counsel, "How're we doing?"
