Join us at noon on Tuesday, November, 30, 2010, for one of the most important programs of the year!

Client Interviews: What They Will Do for Your Firm!

The client feedback process is an expression of the value of the client relationship to the law firm and so creates tremendous goodwill. The learning from this process can form the basis for training in and institutionalizing client service standards throughout the firm. Third-party, independent interviews provide firms with a candid, rich and deep understanding of their clients.

This program will demonstrate the ins and outs of client service interviews through replica watches discussion and role play. You’ll have a chance to ask all the questions you have about the process and why it’s so important to law firms.

A recent article in Law360, “Why It Pays to Survey Your Clients’ Satisfaction,” (http://topnews.law360.com//articles/187491) quoted Marti about client interviews.

"Indeed, most clients are delighted to be interviewed, and the process creates tremendous good will, according to Martha E. Candiello, principal of ClientBridge LLC.

'Understanding clients’ expectations in areas such as preferred service delivery models, what constitutes value in legal services and how to partner with them on budgeting and billing all lead to stronger and more effective and long-term relationships,' she said.

There is often a significant disconnect between clients' views of law firm services and law firms’ views of those same services, according to Candiello. Most clients will not offer feedback to their lawyers unless asked, and instead will simply send less work their way, she said.

'Firms that fail to collect and act on feedback run the risk of losing business without ever knowing why,' Candiello said."

This program will be held at:

Pepper Hamilton LLP
3000 Two Logan Square
Eighteenth and Arch Streets
Philadelphia, PA 19103

Please be prepared to show your photo ID when entering the building. Proceed to the 30th floor reception area and follow the signs to the Philadelphia Conference Center located on the 31st floor.

Our speaker: 

Martha E. Candiello, Esq. is the principal of ClientBridge LLC ™ and an expert in relationships between law firms and their clients. She has conducted extensive interviews of law firm clients in many industries around the world. ClientBridge also provides professional development education based on the learnings from client interviews and also works with law schools to deliver programs and education on the skills necessary to transition from law school to law practice.

Marti has more than 25 years experience as a business lawyer, including as a general counsel. As a lawyer, Marti emphasized pragmatic business and legal judgment, collaborative problem solving, and the development of effective working relationships with clients and with inside and outside professional advisors.

Her experience as a lawyer and as a discerning interviewer make her especially suited to help firms build unique and difficult to replace relationships with their clients.

Marti has published articles in the American Bar Association’s Law Practice Magazine, in Strategies, the national publication of the Legal Marketing Association and The Legal Intelligencer, and been interviewed by NBC 10. Marti also publishes a newsletter, ClientBridge™News and Notes.


We appreciate the sponsorship of Translation Back Office for this program.

Translation Back Office www.translationbackoffice.com provides translation for clients around the world and particularly for legal marketing professionals. It is one of the world’s largest in-house translation companies and has an unparalleled ability to offer competitive rates, top quality and timely delivery. Translation Back Office has translated millions of words to date, and has a proven track record in Latin America, North America, Europe and across the world. Translation Back Office ensures the clarity of your global business communication.