Lawyer’s Perceptions of Client Dissatisfaction

Abstract

Many professionals have developed an interest in issues relating to the marketing of their services. In spite of the increased use of marketing techniques, there is some question as to whether a true sensitivity to client needs has been developed. One test of such a proposition is to consider how firms of professionals respond to client dissatisfaction. This paper describes a study conducted among managing partners from 147 law firms. The results suggest that while some lawyers are sensitive to client dissatisfaction, relatively few firms have implemented any policies regarding complaint management.