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Don't ask clients what they think unless you're prepared to improve

Merely asking clients what they think can raise client expectations, writes Rees Morrison: "... clients create expectations based on past experiences. Hence, the first survey by a law department has a retrospective tone, but it may raise the bar of performance expectations for the future. If true, the law department that frequently asks 'How are we doing?' may find itself on a treadmill of rising client expectations ..."

Then again, to Morrison's other point, it's probably better than working in the dark.

Posted by Laurel Newby on November 22, 2005 at 03:16 PM | Permalink | TrackBack (0)

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