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Client Speak: Client Feedback ' Best Practices

By Donald E. Aronson

My articles in the September and December issues of last year discussed the 12 steps that are essential for a well-planned and well-executed Client Feedback Program (“CFP”). As mentioned in those two articles, “While all [12 steps] are crucial in attaining the desired end-result, how each step is implemented and by whom will obviously have a distinct effect on the outcome” (emphasis added).

The purpose of this three-part article is to elaborate on the How and the By Whom. In other words, for a successful CFP, it will require more than just going through the basic mechanics, or 12 steps. It will be necessary to implement certain and several Best Practices to assure a result that will achieve a firm's ' as well as the respective client service teams', practice groups' and/or practice offices' ' relevant goals and objectives.

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