My experiences have taught me that the only way to really know what your clients are thinking is to have effective feedback measures. Clients want relationships, and part of that is the give and take of communication about the services you provide. You must be actively engaged in the process of getting that information. When I get feedback from a client, I gain more credibility with the attorneys in our firm because of what their clients have told me and what we’ve learned. Regardless of the longevity of the attorney-client relationship, my lawyers glean unique and insightful information from the feedback process.
Feedback to Know the Client
To me, feedback is important to clients for two reasons. First, it gives you a structured way to let the service provider understand what
The Importance of Feedback
ohn Parker is the Senior Vice President, GC and Strategic Initiatives at Coca-Cola Enterprises. He joined the Coca-Cola system in 1987, assuming positions of increasing responsibility with Coca-Cola Company and with Coca-Cola bottlers. He has a wide range of experience managing the legal function for domestic and U.S. operations and serving in key business leadership roles.
The In-House Perspective
what your clients value most in their relationships with you as outside counsel. All too often, attorneys assume they understand their clients