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Why complaints should be welcomed

Rich Dibbins
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The Legal Services Consumer Panel  announced in May that nearly half (44%) of consumers are dissatisfied with the service they receive but do not complain. How can we work to lower this figure? Should firms welcome complaints at all? Well, let’s...

Link between Client Feedback and Profitability

David Gilroy
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Did you know that it costs 5 to 20 times as much to acquire a new client than keep an existing one? Repeat revenues, recommendations and referrals all stem from loyal customers and we’ll look at key areas including understanding the difference between...

Staff surveys and the bigger picture

Andrew Gray
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In 2012, Fieldfisher’s HR director Graham de Guise suggested that one of the biggest issues preoccupying the firm was: “How you treat people in a recession will determine how many people stay with you in an upturn.”  It appears that...