Today’s Winners Showcase post focuses on Michael Buck IP who took out the inaugural Best Specialist IP & Related Services Firm (less than $20m revenue) category in Client Choice Awards 2020.

Q. What attracted Michael Buck IP to enter Client Choice Awards?

beaton is a highly regarded firm so it made sense to us to trust them with gathering insights for us. Our clients are the reason we exist and our success is tied to their success. Therefore, we value their feedback and we want to do whatever we can to improve their experience with us. 

As a smaller firm, we also want to share our successes and show professionals around Australia that boutique firms (not just the big firms) are doing well, especially in terms of client satisfaction.

Q. How did you find the process and how useful and actionable was the feedback you received from clients?

We found applying for the awards was very straight forward, unlike many other awards. beaton’s system of gathering data made the process very easy. 

Although we were confident that our clients love us, the feedback helped us to identify how we were in fact meeting their needs, exceeding their expectations and could pinpoint any gaps that needed improvement.

Q. Were you actively collecting and using client feedback prior to entering Client Choice Awards? If yes, what method(s) were used and to what purpose was the feedback put?

While we do ask our clients for feedback from time to time, we hadn’t undertaken any research with this kind of methodical collection and reporting process. 

Q. What benefits has taking part in Client Choice Awards brought your firm?

It was a great morale booster (particularly during the difficult time of COVID-19). The reports provided to us by beaton also reinforced our own beliefs that we are doing the right thing by our clients and they appreciate our level of service. Our individual team members also benefited, gaining confidence through insight into what clients value most about them.

Q. What would you say to other firms in the IP Specialist space who may be on the fence about taking part?

The Client Choice Awards are a cost-effective way to access client feedback, receive it all in a handy report AND receive recognition – what more could you want!