Asked and Answered
By John W. Olmstead, MBA, Ph.D, CMC
Q. I am the owner of a four-attorney estate planning firm in Charleston, West Virginia. I spend the majority of my time managing and developing the business, and very little time servicing clients. This has been intentional as I enjoy the business aspects of the practice more than providing legal services. I conduct comprehensive written and face-to-face performance reviews with my associates annually and in real time as needed. While the performance reviews include a performance rating category for client satisfaction, I have no real way of determining client satisfaction. Do you have any thoughts on how to measure this?