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

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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 Se