Are your clients “Raving Fans?”

Based on surveys, corporate counsel are increasingly dissatisfied with their outside law firms. Their complaints are not about the hourly rates.

Instead, they are dissatisfied with their outside lawyers for not understanding their company’s needs, their company’s business and for not being responsive.


I have written about the book Raving Fans many times. In the book, Ken Blanchard and Sheldon Bowles describe the problem this way:

Your customers (clients) are a revolt waiting to happen. They’re only satisfied because their expectations are so low and because no one else is doing any better. Your customer (client) slogan should be: No Worse than the Competition.

Picture this as the your firm’s website branding slogan.

Blanchard and Bowles suggest a simple three step approach:

  1. Decide what you want:
  2. Discover what the customer (client) wants; and,
  3. Deliver the vision, plus one.

Raving Fans is a 132 page guide to addressing the concerns raised by corporate general counsel, and should be required reading for every lawyer in your firm.