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Listening to the Client: Where Do We Stand?

If you listen to the marketplace, you will know what to do in connection with client growth and client retention. Are firms listening to this advice?

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Over the past 25 years, many in our industry have written about the importance of eliciting client feedback. We have suggested that firms bring clients to retreats and to informal luncheons. We have suggested that lawyers ask clients for advice on everything from how to improve client service and billing practices to firm strategy.

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