When the Australian law firm Macpherson Kelley adopted the Amplifier approach over three years ago, the firm embarked on a profound cultural transformation.
Initially, there was some scepticism. Some senior lawyers questioned whether clients would consistently participate in monthly feedback surveys and worried about potential internal friction from transparent feedback sharing. However, their concerns were quickly alleviated.
COO David Ward reflects on their initial hesitation and subsequent success. “I remember presenting this to our principal lawyers. Many thought our clients wouldn’t bother to respond and that the transparency elements would be a problem internally.
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