Stefanie Holland, Client Relationship Partner, recently sat down with Canadian Lawyer to discuss the innovative work being done through the firm’s Client Listening Program for the article “Cassels’ Client Listening Program Uses Constructive Feedback to Strengthen Client Bonds.”
Writes Jessica Mach: “Nearly 10 months after launching a program to enhance its relationships with clients, Cassels has seen positive feedback, improved client retention, and even something the firm wasn’t explicitly gunning for: increased revenue.”
The article goes on to look at how the program began, how the program is constructed to collect constructive feedback, how it identifies client priorities, how it responds to the collected feedback, and how it measures success.
While the program’s benefits have been clear, Stefanie says certain conditions were necessary for it to succeed at Cassels. Client surveying is not a new practice, but a willingness to take constructive feedback to heart is not always guaranteed: “I think a firm has to be culturally ready to ask for their client’s genuine feedback, and then to absorb it and be accountable for it, and then to evolve based on what our clients are saying.”