Client Listening
Understanding your clients’ needs and expectations is essential for building long-term partnerships and growth. We specialise in helping professional services firms improve their relationships with clients, and one route is through our Client Listening services.
Having our expert team conduct in-depth interviews, surveys and analysis can uncover valuable insights (and training needs). Not only can it ensure a better and more consistent experience for your clients, but for many, it’s also important to demonstrate client feedback as part of your regulatory best practice, through either the FCA or the SRA (see more).
Working with a top 100 law firm over the last few years has shown that even proactive firms benefit from this approach. The interviews we ran uncovered client queries that hadn’t been raised to date – and could have derailed the relationship in the near future. These range from key relationship risks, and inconsistencies across teams, to billing hiccups that were easily fixed. As well as improving business understanding there were often future opportunities mentioned as well.
We can:
- Gather meaningful feedback and client information through structured interviews and surveys to understand your clients’ perspectives and identify areas for improvement.
- Assess the strength of your client relationships, pinpointing opportunities for deeper engagement and collaboration across the firm and different teams or offices.
- Highlight urgent issues immediately, and build comprehensive reports with clear, actionable recommendations to enhance client satisfaction (incorporating our wider sector knowledge).
We use various tools (online bookings, transcription software etc.) to ensure the process is as seamless as possible for your clients, but the key action points will be based on the personal responses we’ve discussed directly with them. This allows them to really get under the skin of what clients need from you.
Get in touch if you’d like to find out more, or read our case studies.
Client listening and training for top 100 commercial law firm
A top 100 UK commercial law firm with global offices needed to better understand their key clients and asked us to conduct an in-depth client listening programme to inform this. Following on from those results, they asked us to deliver bespoke training workshops that were specifically tailored to the client feedback.
Providing client listening and insights for an expanding consultancy
Hardisty Jones is a dedicated economic development, regeneration and sustainability consultancy. They had recently passed a threshold of reaching five FTE’s and wanted to review the business thoroughly before embarking on their next 5-7-year plan.
“The client listening exercise was a huge success and laid a very good foundation for our key account management programme. Our clients very much enjoyed speaking to TBDC and they managed the process with diplomacy and aplomb, providing us with solid and frank feedback from clients.”
Business Development Manager, International Law Firm
