Should Your Firm Have an Ombudsman?

Charles “Biff” Maddock, principal at Altman Weil, Inc., who has worked with over 300 law firms in the U.S., Canada and the U.K. in the areas of strategy, branding, client relations, training and marketing was recently interviewed.  Biff presented the compelling reasons your law firm should identify and appoint a service ombudsman for the firm.  He noted that both Orrick and Reed Smith have implemented this idea, among others.  The ombudsman’s (or ombudswoman’s) job is to lead the service initiative, conduct client satisfaction interviews and report findings to practice group leaders and relationship partners.  The fact that this is new in law firms also helped to generate press for the firm, a free bonus.  To read Biff’s Blog  Maddock on Marketing, go to: http://marketingblog.altmanweil.com/.

To hear Biff’s enlightening interview, click here:  Download charles_maddock.mp3