Client Satisfaction Surveys - A Strategic Approach For Implementation and Turning Survey Feedback Into More Business 

Clients are the life-blood of any practice. But, the competition for clients among professional service providers is intense. To strengthen client relationships and keep them from leaving, you must make sure that your clients are thoroughly satisfied. One highly effective technique for insuring client satisfaction is to conduct client satisfaction surveys. They can be instrumental in your firm’s ability to identify problems before they undermine relationships. Moreover, surveys can enhance your firm's differentiation and maximize profitability.

This 45-minute online seminar provides a step-by-step approach for marketing directors, administrators and professional service providers such as attorneys and CPAs on how to implement client satisfaction surveys. It is educational, motivational and helps each participant learn practical techniques for getting qualitative feedback and highlights detailed strategies for following up on survey feedback to strengthen client loyalty and stimulate referrals. 

Topics cover:

• The obstacles to implementing client satisfaction surveys
• Identifying the validity of each obstacle
• How to communicate to partners in your firm who are resistant
• The benefits of client satisfaction surveys
• Discussion of the many benefits as well as the risks of failing to conduct surveys 
• Choosing the right clients
• Identifying three categories of clients to survey
• Creating your survey questionnaire
• Identifying the quality standards by which you want your firm to be judged
• The distinction between satisfaction survey questions and marketing survey question
• Examples of survey questions
• Conducting your satisfaction surveys
• How to choose the right person to conduct the surveys 
• How to approach your clients to ask for their permission 
• The pros and cons of face-to-face interviews, telephone interviews and mail surveys 
• Collecting qualitative data over quantitative data
• Following up on survey results
• Responding to all feedback, whether it be negative and positive
• Appropriate, practical strategies and dialogue for following up

Presenter:

Jeffrey Miiller is a consultant with Kohn Communications, a marketing and management-consulting firm based in Los Angeles. Kohn Communications has pioneered a confidential, one-on-one monthly meeting proven to significantly enhance marketing skills and build business. Mr. Miiller coaches professionals to help them with their business development skills. He also teaches marketing and communication workshops and conducts client satisfaction surveys for law firms and accounting firms across the country.  He has taught at UCLA Extension, provided continuing legal education courses on client relations, and has spoken for the Association of Legal Administrators and the Legal Marketing Association. Additionally, Mr. Miiller has co-authored articles for Lawyers Weekly, the L.A. Business Journal and Strategies; the Journal of Legal Marketing. Mr. Miiller was on the Executive Committee of the Law Practice Management Section of the Los Angeles County Bar Association. He is also a member of the Legal Marketing Association.

WEBCAST DETAILS:

Name: Clienty Satisfaction Surveys
Cost: $80
Format: Online Audio/Video Seminar
Length: 45 minutes

purchase:

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Upon completing your purchase, you will be forwarded to the online seminar, which will start immediately.