Law Firm Satisfaction Surveys: Finding Out What Clients Really Think

Posted by BSG Team on Feb 18, 2016 3:21:05 PM

Client satisfaction surveys may not currently be a top item on your law firm’s to-do list, but they should be.  Not only is feedback crucial in determining how a client feels about services provided, a well-designed survey is a valuable marketing tool that provides information that will help your firm make decisions in terms of marketing, growth, and practice emphasis.

Screen_Shot_2016-02-18_at_2.47.48_PM.pngA good client survey can help a law firm:

  • Evaluate a client's satisfaction and prevent potential loss of business to competitors.
  • Identify additional services that a client might want from the firm.
  • Pinpoint markets that are not being serviced by the firm.
  • Understand who in and how organizations make decisions.
  • Discover competitors' strengths and weaknesses.
  • Recognize potential cross-selling opportunities.

Surveying techniques are critical to the success of a client survey and the quality of the information a firm receives. The questions, whether asked during a face-to-face interview or through a questionnaire, should be open and allow for detailed feedback.

The survey should include some form of the following:

  • An overall evaluation of the firm's performance in meeting the clients needs.
  • An evaluation of performance in the specific practice areas used by the client.
  • An evaluation of the partner responsible for the client.
  • A performance evaluation of the other lawyers who worked with the client.
  • A look at the quality of service provided in every step of the legal process.
  • Evaluation of the clarity of the billing procedures and fee arrangements.
  • Assessment of the firm's strengths and weaknesses.
  • Areas for improvement.
  • The client’s willingness to refer others to the firm.

A good client survey also has benefits far beyond research. They can help update and enrich a law firm’s database and mailing list with additional client information.  To get the most from the survey, firms should compare the marketing and financial database with the list of respondents to assure that you have heard from all clients.

And remember, conducting a survey is not a one of event. Client opinions are not "frozen in time." Client surveys should be repeated every two to three years to measure the firm’s progress.

Through proper design and follow up, a client survey can bring immense value to a law firm and to its clients.  You can download our free client satisfaction survey by clicking on the button below.

 Download the Survey


Topics: Best Practices for Law Firms

Using Video to Grow Your Law Firm

Posted by BSG Team on Jan 27, 2016 10:30:00 AM

Using_Video_to_Grow.pngIn order for your law firm to be found online, you need to put information there that your prospective clients will find. That information has to be educational, informative, relevant, and useful, and it needs to be distinctive and representative about your firm’s brand.

Video marketing gives you exposure; an opportunity to create content that connects you to your ideal prospective clients. The more they know, like, and trust you the more likely they are to try, buy, and refer more of your services over time.

Here are five ways to use video to increase your Web presence and grow your law firm so that you can attract more clients, generate more referrals, and grow your law firm.

1.  Answer General Questions

You can use video to grow your law firm by answering general legal questions and by providing content that is relevant, timely, and utilizes the attorney as an expert in their practice area.

YouTube is the second-largest search engine in the world with more than 1 billion users and 300 hours of video uploaded every minute. One of the quickest and easiest ways to increase you online presence is to make videos that answer general questions, upload them to YouTube, and use an annotation to link back directly to your website.

Periscope is another great way to attract new clients. It is a live video-streaming app that reached one million users in its first 10 days. Lawyers can use this live-streaming app to answer general questions and communicate live with the viewers in real-time. The replays are available for 24 hours after the live event.

You can also answer common questions from All of the questions from this site come from real people and many of the questions could be like those from your prospective clients. Be sure to choose general topics. For example, “5 Things You Need to Know Before Hiring a Lawyer”.

2.  Add a Welcome Video to Your WebsiteWelcome_Video_for_Law_Firm.jpg

Videos are a great way to put a human face to your law firm. It is a great opportunity to connect with visitors and introduce members of your law firm. You may also want to include a brief 30-second review from a client as well. Endorsements from “real people” now carry more weight than traditional marketing messages.

Think of videos as a form of communication. When used strategically they will build trust, and make your firm an authority online.

3.  Use Webinars to Attract Clients

Incorporating webinars into your legal marketing activities creates unique, relevant content that can quickly gain popularity in the online community. Educational webinars can help your firm build authority online and are a great way to use video to market your business.

Firms should upload a copy of the webinar to YouTube, create a landing page, and offer the webinar as a replay.  Also, export the presentation into a PDF and upload it to SlideShare and include the YouTube video.

4.  Create an Educational Video Library on Your Website

Pick topics that help build trust, authority, and expert status in your practice area. You can search online for topics and keywords. Keep video topics from one to three minutes.

It is always a good idea to batch your tasks, so before recording videos, create a strategy so that you can record multiple videos during one session. If possible, record 10-20 videos and have your editor add an intro, title, and outro. Then your marketing team can distribute one video per week on your website.

5.  Add Videos to Your Social Media

Unlike other content, videos are not viewed as duplicate content; so one video can be distributed dozens of ways online. One 90-second video can be uploaded to your website, YouTube, Facebook, LinkedIn, and SlideShare. The video links can also be shared on Twitter and you can use Periscope to discuss content from the video. That is a lot of mileage out of one video.

You don’t have to limit video marketing to these five strategies. You should also announce your new videos in emails and newsletters providing links to your educational video library and YouTube channel. As with all marketing, be sure to measure your results; track engagement and the overall result for each campaign.

Before you build your video marketing strategy, we do recommend that you consult your state bar rules. Make sure that your marketing agency understands legal marketing. Lawyers cannot do everything online that traditional marketers recommend.

You can read more about the various ways to use video to grow your law firm here. Want to learn more about how to attract more clients, generate more referrals, and grow your law firm by building authority online? We can help. Contact us today.

Topics: SEO and Content Strategy, Content Creation, Best Practices for Law Firms, Video Marketing

Best Blogging Practices: 10 Tips for a Successful Law Blog

Posted by BSG Team on Nov 24, 2015 6:23:37 PM

Law_Blog_Tips.pngWith 77% of law firm leads being generated online, it's time for lawyers to rethink their current marketing strategies.  Potential clients are no longer looking to the Yellow Pages for attorneys.  They're turning to Google instead.

One great way to make sure that you and your firm are showing up in potential client searches is through blogging.  It's an incredibly valuable activity, especially if you want to grow your client base.  It allows you to establish your expertise,  market your services directly to targets who are already looking for information about your practice area,  and get found online.

Sounds great, right?  So what are you waiting for?  Get started with our free download on how to make your law blog a success (these tips are applicable to other industries too!) .  Contact us if you need more help to get your blog up and running.


Take me to 10 Tips for a Successful Law Blog






Topics: Blogging, Law Firm Marketing, Best Practices for Law Firms

Four Important Reasons Why Lawyers Should Blog

Posted by Liza Rodriguez on Nov 13, 2015 12:46:43 PM

Reasons why lawyers should start bloggingWant to generate more leads and grow your client base? Then it’s time to start writing.

Blogging is an incredibly valuable activity, with all sorts of practical benefits including networking, marketing and business development. Here are four of them:

No.1:  Gets You Seen.

More than three-quarters of new leads are generated online. Rather than thumbing through the Yellow Pages, most new prospects are scouring the Web. Potential clients are doing their homework online, only contacting those they feel they can trust. Blogs help make you credible in their eyes and get you seen.

No.2:  Lets You Cast a Wider Net.

Why just network locally when you can network globally? The Internet allows you to expand your reach exponentially.

No.3:  Opportunity to Show Off Your Expertise.

A good blog, one that is informative, useful and interesting, establishes you as an expert and thought leader. Moreover, other media sources take notice when you consistently push out great content. Media outlets often reach out to bloggers as a source or feature their posts on their own websites.

No. 4:  Potential Clients WILL Google You.

Whether a person is looking for an auto mechanic or an attorney, chances are he or she will turn to Google first. That means you’d better show up in their searches, and it had better be ahead of your competitors. Blogging is a great way to make that happen.

Search engines are designed to deliver the most relevant information to the searcher. Relevance is measured by how much content is viewed, cited and shared. Website content is rarely cited and shared, but blog content is.

 If you’re not already blogging, then it’s time to get in the game. A blog is essential in demonstrating your expertise, showcasing your services and being found online. Contact us if you need help or aren’t sure where to start.

Topics: Content Marketing, Blogging, Law Firm Marketing, Best Practices for Law Firms

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