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
I recently did a presentation for a law firm on client service. One thing I shared was clients may not easily recognize the quality of your legal work, but they can easily recognize the quality of your service and it begins with your staff.
I published this blog in 2011. It is worth reading again
I am a potential new client. I walk into your office for the very first time. Who will give me the first impression of your firm’s commitment to client service? What impression will I take away?
Since I started coaching lawyers, I have walked into 100s of law firm offices across the United States and
I recently saw a video: Consultant: Law Firm Revenues & Profits Dropping, Layoffs Ahead. It is not an upbeat video for lawyers or law firms. If the consultant is right, now more than ever is the time to brainstorm ideas to make your clients “Raving Fans.”
In their book Raving Fans, Ken Blanchard
I am speaking on a panel for a law firm in a couple of weeks on client service. As you know, I write about that topic frequently based in part on what I learn about service from other businesses. In anticipation of my participation on the panel I put together an iBook Client Service Book
This is not rocket science. Law firms know that business clients are not happy with the service they receive from outside counsel. Yet, law firms for some reason do not make changes. According to surveys, most firms actually think their clients are satisfied.
Business clients who have significant outside legal expenditures compare your firm with
Some of the most read posts this year have focused on questions I have been pondering. Most of the questions are about trying to determine what difference, if any, a particular circumstance might make. For example:
Yesterday I identified 5 Reasons Law Firms Are Not Providing Extraordinary Service. Whatever the reason for the neglect in client service, the result will always be the same. The firm or practice group will become one of the firms fired or not recommended by the client.
Several years ago a regional manager of one