RISK AND PRACTICE MANAGEMENT TIP: Getting constructive feedback

One of the cornerstones of the Risk and Practice Management Program is getting feedback from our membership. Was the presentation helpful? Will you implement some of the suggestions you learned? Are there other topics you would like to see covered? These are some of the questions we ask so we may tailor the program to fulfil our obligation to you.

But what about your obligations to your clients? Here are a few helpful feedback questions you could ask of your clients:

  • Did our staff respond to your inquiries within 24 hours?
  • Did the associate return completed work by the assigned deadline?
  • Were you kept apprised of your matter throughout the process?
  • Is our billing clear?
  • Did you feel you were getting value for your money?
  • Is there anything you would like us to know that would help us do a better job for our clients?
  • Was there an issue that was not addressed to your satisfaction?

Tailor your questions with the following goals in mind: problems to be fixed; strengths to build on; new ideas. The purpose of feedback is not to criticize or blame, but rather to improve the service you are offering to your clients.

If you have any questions on these or any other risk- or practice-related matters, do not hesitate to contact Stacey Gerrard, LIANS Counsel with the Risk and Practice Management Program, at sgerrard@lians.ca or call 902 423 1300 ext. 345.