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ABA CLE Teleconference — Using Client Surveys to Improve Your Practice

I will be participating in an ABA CLE Teleconference on “Using Client Surveys to Improve Your Practice” on Thursday, March 16, 2006. I will be joined by fellow panelists Julia Cline of Reed Smith, Michael Downey of Fox Galvin, and Carly Sproul of Saul Ewing.

Many attorneys and law firms are putting significant energy and resources into the use of client surveys as an effective business development component.

For more information, visit the ABA CLE Site.

An active client survey program that tracks needs and perceptions can be a valuable tool for any size law firm. With a deeper understanding of what your clients want and clearer insight into what they think, your firm can leverage its strengths and address its weaknesses to improve service.
Our panel of attorneys brings perspectives from small, medium and large firms to cover the various types of client surveys and reveal how to set up an effective survey system that will enable you to gather and use data, incorporate market research into your system, and steer clear of ethical pitfalls.
After the program, you will be able to:

  1. Determine the survey methods to which your clients will respond
  2. Create questions that will elicit useful responses
  3. Overcome resistance to soliciting feedback and implementing related change within your firm
  4. Develop effective strategies for using feedback
  5. Analyze and apply survey data to improve your practice and client relationships

As Director of General Counsel Relations for Reed Smith in Washington, D.C., Julia Cline interacts daily with general counsel to ensure that the firm understands each client’s needs. She is well-suited for this responsibility, following an accomplished in-house career with major corporations throughout the United States.

Michael Downey brings the small-firm perspective from his experience with client surveys as a partner in the 15-attorney trial practice of Fox Galvin. He will discuss the St. Louis firm’s successful use of client surveys to gain important client feedback that has helped the firm stay competitive.

As an attorney that focuses on business development initiatives, Micah Buchdahl of HTMLawyer in Moorestown, NJ, routinely conducts client surveys on behalf of firms of all sizes. He will detail the many possible routes, strategies and budgets that can be exercised to create successful client surveys-and how what you learn can grow your practice and strengthen your bottom line.
Carly Sproul, a member of the ABA Law Practice Management Marketing Core Group and business development coordinator for Saul Ewing, will moderate.

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