In this episode, Rob Patterson of Parkins Lane and Paul Evans of Toro Digital are joined by Sue-Ella Prodonovich, Principal of Prodonovich Advisory.

We discuss:

• How legal marketing and business development teams can best approach their partners about conducting client listening in their firm.
• Sue-Ella’s three key considerations when conducting client feedback: timing, choices and format. 
• How law firms should communicate to clients about the feedback program and who is the best person in the firm to ask the client for feedback.
• How, through a client interview, marketers can test the effectiveness of the value-adds your firm provides and get ideas from other industries.
• The circumstances where it may be appropriate to request mid-matter feedback.
• How to communicate feedback (positive and negative) internally - and to consider the context in which feedback is given when sharing it far and wide.
• When should firms use an external service provider or internal resource (or both!) for conducting feedback.
• And finally, for firms that don’t have a client listening program - the best way to get started!

Connect with Sue-Ella:  

• On LinkedIn - https://www.linkedin.com/in/sueellaprodonovich/
• Prodonovich Advisory Website - https://www.prodonovich.com
• Book: How To Build A Better Practice by Sue-Ella Prodonovich - https://www.prodonovich.com/products/how-to-build-a-better-practice