We survey our clients when we’re finished working with them. We use a single question that provides a score of between 0 and 10.

We factor the score into our compensation plan for our attorneys.

When an upset client gives us a bad score, we sometimes have an upset attorney complaining about the client and the score.

“That score shouldn’t be counted because that client is crazy…”

It’s easy to blame the client. It’s easy to call someone crazy.

The fact is that quite a few of our clients are kind of “crazy.” These are good people going through something horrible, and they aren’t always at their best.

Yep, some of them are crazy.

Some of those crazy people give us a 0. Some of those crazy people give us a 10.

Should we ignore crazy people when they give us a 10? Or just ignore them when they give us a 0?