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

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. She 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

Mentioned in this episode:

Free Handout with Sample Surveys

Listen to last week's show and learn how to Build Your 2024 Business Plan!

 

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Websites:

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Social Media: 

• Susan on Instagram: @susanguthrieesq
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• Make Money Mediating on Instagram: @makemoneymediating

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Meet Our Creator and Host: Susan Guthrie

Nationally recognized as one of the Top Family Law Attorneys and Mediators in the United States, Susan Guthrie has been at the forefront of divorce practice for more than 30 years. After more than 20 years as a name partner in a leading law firm in Connecticut followed by establishing her own boutique Family Law and Mediation practice in 2012, Susan has in the past two years transitioned into one of the leading family, collaborative and mediation trainers in the world and regularly works with and consults with divorce professionals and attorneys in growing and marketing their practice for a happier and healthier life.

In 2020 Susan partnered with mediation legend, Forrest “Woody” Mosten, to create the Mosten Guthrie Academy to provide cutting edge gold-standard trainings for attorneys, mediators and other professionals. The Academy has grown in two years from one 40-Hour training program to a comprehensive curriculum of basic, advanced and specialized trainings and consulting groups for a vast family of dedicated professionals.

As a leading dispute resolution professional, Susan is honored to have been recently elected as Chair Elect of the American Bar Association’s Section of Dispute Resolution and looks forward to serving as the Chair of the Section in the 2024-2025 Bar Year. 

Susan is also an internationally renowned expert in online mediation and has been training colleagues and other professionals in the practical and ethical considerations of conducting their mediations online with her innovative programs and webinars for more than two years. To date, more than 25,000 dispute resolution professionals have benefited from her program and she has trained mediators in countries all around the world including programs for the American Bar Association (ABA), the Alternative Dispute Resolution Institute of Canada (ADRIC), and the National Association of Distinguished Neutrals (NADN) among others.

Susan is the award-winning creator and host of one of the top 3 divorce podcasts in the world and one of the top 1.5% of all podcasts worldwide, The Divorce & Beyond Podcast with Susan Guthrie which has more than 5,000,000 listens to date.