Stefanie Holland has been quoted in the article “A Client-Driven Approach to Success,” published by National Magazine.
Writes Caroline James: “Although client surveys are common in other industries, many law firms don’t seek out feedback. However, a formal process for gathering it can help enhance client relationships. At Cassels Brock & Blackwell LLP in Toronto, Stefanie Holland has developed an innovative feedback program to strengthen client relationships and increase retention.”
Says Stefanie: “My goal was to move away from traditional electronic surveys and into other ways that could provide our clients with top-tier service…. It’s a more personal way of getting their insights and asking for their feedback.”
Stefanie believes that client listening programs can be beneficial for any firm, but also notes that firms not only need to be willing to ask for feedback but also to “absorb it, and be accountable to it, and really change based on what the clients are saying…. It takes a certain culture to be ready to do that.”
Ultimately, these programs are about listening to clients and responding in a way that serves them best. Says Stefanie: “They are everything in this business.”
National Magazine is the official periodical of the Canadian Bar Association and covers the latest trends and developments affecting the legal profession and the practice of law, as well as the latest news regarding the association and its activities.