News Article
Client Satisfaction A Focus for Womble Carlyle
August 13, 2010
Womble Carlyle’s innovative client satisfaction efforts are receiving industry-wide attention in legal marketing circles.
Kelvin Chin, Womble Carlyle’s Sales Director for the Raleigh and RTP offices, recently participated in a panel discussion on client satisfaction at the Legal Sales and Service Organization’s annual RainDance Conference in Chicago. That conversation was covered in Larry Bodine’s Law Marketing Blog, a leading source of news and thought in the legal marketing industry.
Chin pointed to a current Womble Carlyle initiative in which Firm Managing Member Keith Vaughan and members of the Firm Management Committee are making in-person visits to the firm’s 100 largest clients during 2010. Chin said arranging such visits for busy attorneys requires commitment, but that such efforts to strengthen existing relationships are more than worth the hard work.
He also said that outstanding client service means being willing to ask direct, even difficult, questions.
“I'm a results-oriented guy,” Chin said. “I will ask 'Is the client really happy?' ‘Are we bringing in more work from them?' and 'Is the client willing to go to bat for us and give us a really good reference?’ That would be a signature of success.”
This document is intended as an informational reminder and does not constitute legal advice. If you have any questions or would like to discuss a particular situation, please contact Womble Carlyle Sandridge & Rice, LLP. The purpose of this article is to provide general information about significant legal developments and should not be construed as legal advice on any specific facts and circumstances.