Staying Close to Clients in Uncertain Times

In a world that often feels uncertain, unpredictable or full of constant change, it can be tempting to turn inward and focus only on what you can control or the work that is directly coming to you. But one of the most valuable ways you can spend your time is to stay in regular connection with your clients and intentionally ask for their feedback.

Your clients are also navigating change. Their priorities, preferences and expectations are evolving, often quickly. The lawyers and firms that make listening a consistent habit strengthen relationships, build trust, adapt quicker and uncover opportunities for growth.

Listening doesn’t have to be complicated. There are many ways to check in and learn what matters most to your clients:

• Leadership visits signal commitment at the highest level.
• Formal and informal client feedback interviews create space for candid conversations you might not otherwise hear.
• Mid- or end-of-matter surveys provide real-time learning opportunities and show clients you value their perspective.
• Inviting clients to present at team or industry meetings helps your professionals hear expectations directly from the source.
• Yearend reviews encourage reflection and alignment for the year ahead.
• Event feedback surveys or calls give you clear direction on what resonates and what to adjust.

Client feedback isn’t only about current matters—it’s also invaluable when shaping your future strategies. Consider asking for input around:

• Innovation and new service delivery models: How do clients want you to innovate on their behalf?
• Strategic growth alignment: Are your growth areas aligned with their biggest priorities?
• Artificial Intelligence and technology adoption: What excites them, and what concerns them?
• Talent and team structures: Do your teams reflect the skills, diversity and collaboration clients value most?
• Industry trends and challenges: What shifts are they preparing for that you should anticipate?

In law firms, we sometimes let the desire for perfection or comfort get in the way of action. Client feedback is one of the most effective ways to anticipate changing needs, align your services with client priorities and reinforce your role as a trusted partner.