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Make Money Mediating Podcast 502: The Secret Sauce to a Great Practice: Client Feedback for the Win

The Crucial Role of Client Feedback in Mediation

In this episode of the ‘Make Money Mediating’ podcast, host Susan Guthrie discusses the importance of client feedback in effectively managing a mediation practice. Susan emphasizes how it can guide mediators in continually improving their services and adapting to changing client needs. She underscores the importance of soliciting feedback through various platforms like surveys and exit interviews, and using technology such as AI (think ChatGPT) to analyze the data. Susan also shares stories and tips on handling critical feedback and how it can be a catalyst for growth. She stresses that feedback is a necessity, not a luxury, for the ongoing success of a mediation business.

00:00 Introduction and Exciting News
00:47 Importance of Reviews and Feedback
02:11 The Secret Sauce: Client Feedback
02:40 Understanding the Role of Service Professionals
03:15 The Power of Client Feedback
04:29 Challenges in Collecting Feedback
05:19 Leveraging Technology for Feedback Collection
06:12 Creating Effective Surveys
08:16 The Importance of Timely Feedback
11:18 The Value of Direct Conversations
15:14 Analyzing Feedback and Adapting Techniques
21:08 Feedback-Driven Business Strategy
22:34 Learning from Negative Feedback
23:24 Conclusion: Embrace, Learn, and Use Feedback

Access the podcast transcript


Susan Guthrie

Susan Guthrie, nationally recognized as one of the Top Family Law and Mediation Attorneys in the country, has been helping individuals and families navigate separation and divorce for more than 30 years. Susan provides legal coaching services to select clients around the world.   Susan recently partnered with legal and mediation legend, Forrest… MORE >

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