Ask your clients this ‘million-dollar’ question

Years ago, New York Mayor Ed Koch used to walk up to people on the street and ask, “How am I doing?”

Really.

He learned what his constituents thought about the job he was doing and was able to use some of that feedback to make improvements.

He also scored points for being open to feedback, something most politicians usually run from.

Anyway, you can do something similar in your practice, but instead of asking your clients, “How am I doing?” ask them this question:

“On a scale of zero to ten, what is the likelihood you would recommend us to a friend or colleague?”

You could ask this at the end of the case, before they leave your office. You could email a survey question. Or you could have someone call them on your behalf.

However you do it, follow up (by phone or email) and ask,  “Why did you give us that score?”

You’ll get some interesting feedback, I’m sure. You’ll also plant a seed in your client’s mind about recommending you. If they give you a high score, i.e., a high likelihood that they will recommend you, they will be psychologically more likely to do that.

Nice.

A simple, one-question survey (plus follow-up question) is easy to implement and could bring you a lot more business.

You could instead ask, “On a scale of zero to ten, how would you rate the quality of our legal services?” Or, “The next time you have a legal issue, on a scale of one to ten, with ten being the highest, what is the likelihood that you would choose us as your attorney?”

So tell me, on a scale of one to ten, how would you rate the quality of this post?

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