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Very wise words as usual Arthur.
Most clients in my field ie PI and Clin neg don't have a clue whether the result I have achieved is good or bad.Ironically it is usually the clients who get the best result that are dissatisfied whereas those who achieved what I would classify as not so good a result are over the moon.
What I do know is that if a client warms to me and I respond promptly to phone calls and letters and ensure he/she is kept up to date with what is happening they will invariably consider I did a good job whatever the result.
Complaints are an occupational hazard but they are as rare as hens teeth if taken as a percentage of cases handled.For instance 30 complaints a year might seem a lot but if the firm deals with 10000 files a year it amounts to .3%.I would be happy to provide details of the percentage of complaints received per annum and I am sure most other firms would not have a problem with that.