Feedback, it’s the lifeblood of any business, but how to get it and how to make it effective?
When do you give feedback? When you have had a bad experience? If you are anything like the majority of the public, that’s the only time but how often do you think of what a great place, service or experience you have had but do not ever feed that back?
I began calling all our clients to seek feedback in 2018, I wanted to carry on that personal connection that my firm values so highly and it has been an eye opener!! Hands down, it is one of the best parts of my job. Over the last four years I have heard it all, thankfully most of it positive but all feedback is welcome, how else will we grow and improve?
Engagement with clients has grown every year and staff love to hear what their clients have said about them, good or bad, it is taken on board and shapes them going forward. Lawyers get a bad rep, particularly personal injury ones but I see the actual results and hear the heartfelt messages given by clients who genuinely feel that we have listened, supported and helped to change their lives. I love chatting to the clients and hearing about their experiences.
A compilation of the actual words used by clients to describe our service was used to create this image.
If you receive a call from us, feel free to be as honest as you want, constructive feedback is the only way we can improve and continue to exceed our clients’ expectations.