Monday, March 30, 2015

The Single Most Important Question to Ask

A simple yet very effective way to gauge how well you are doing in servicing your clients is to ask one simple question: On a scale of 1 to 5, how likely are you to refer my services to your closest business associates, peers, family or friends?  The question is known as the Net Promoter Score (NPS) and has been used extensively across many different industries for the past two decades. When I was the VP of Marketing for a regional bank, we added the question to as many customer touch points as we could and reported the monthly average score on our management reports. Financial reports are a trailing indicator for your firm's performance. But the NPS gives you a real time snap shot into how you are perceived by your clients and their willingness to participate in your success. 


  1. Coming from a client's point of view, I think that this is a very great question to ask. Every lawyer should think about what their client needs first, and not assume that they are doing a good job. You have to ask these kinds of things in order to gauge whether or not you are providing the services that you need. Thanks a lot for sharing this article.

  2. I'd agree with you about that question. It's definitely a good way to evaluate your clients' satisfaction with your work. There will probably be two different positive responses that you could get. If they were somewhat happy with your work, they'll probably refer you if someone specifically asks them for a referral. However, if they feel like you went above and beyond to take care of their case, they'll actively refer you to their family, friends and associates. That's the type of client satisfaction you want.

  3. I think that it is important for lawyers to build a strong relationship with their clients. If they do that, their clients will be more likely to tell their friends about you, and it will just pass down. That's the best way to advertise by the mouth of your clients and they will do it without asking because of how well you treated them.