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BTI Client Service A-Team: The Law Firms Best at Anticipating the Client’s Needs The Mad Clientist

BTI Client Service A-Team: The Law Firms Best at Anticipating the Client’s Needs

Look 180 feet ahead instead of 90 feet ahead, and embrace proactive communication as a way of life. Anticipating Needs is all about staying one step—or more—ahead of your client.In small doses over time you can: visualize, articulate, and share the range of client outcomes; bring out emerging and undefined needs;…
Michael Rynowecer
December 7, 2016
BTI Client Service A-Team: The Law Firms Delivering the Best Legal Skills The Mad Clientist

BTI Client Service A-Team: The Law Firms Delivering the Best Legal Skills

Your Legal Skills are only interesting to clients if you can apply those skills to their unique situations and needs. Whether pitching a new client or responding to RFPs for new matters, talk about your skills in a client-focused manner by discussing key issues your client faces.And don’t just demonstrate…
Michael Rynowecer
December 6, 2016
BTI Client Service A-Team: The Law Firms Best at Providing Value for the Dollar The Mad Clientist

BTI Client Service A-Team: The Law Firms Best at Providing Value for the Dollar

Value is murky and often hard for top legal decision makers to spot. Or it is tremendously easy to see when clear, obvious, and well-articulated by the law firm delivering service. This phenomenon explains why firms delivering the best value talk to their clients more than others, include clients in…
Michael Rynowecer
December 5, 2016
BTI Client Service A-Team: The Law Firms Best at Understanding the Client’s Business The Mad Clientist

BTI Client Service A-Team: The Law Firms Best at Understanding the Client’s Business

Your ability to understand your client’s business is the single best differentiator in the legal market today. This understanding is also the single biggest reason clients pay a premium rate. Clients receive substantially more value when law firms see the risk and the issues from the client’s point of view.Your…
Michael Rynowecer
December 5, 2016
BTI Client Service A-Team: The Law Firms Best at Client Focus The Mad Clientist

BTI Client Service A-Team: The Law Firms Best at Client Focus

15 years ago, Client Focus was about returning phone calls and getting documents back to clients. Those days are long gone. Top legal decision makers define Client Focus as the ability to understand their overall objectives, as well as the different objectives for each individual matter.Corporate counsel report law firms…
Michael Rynowecer
December 2, 2016
BTI Client Service A-Team: The Law Firms Best at Showing Commitment to Help The Mad Clientist

BTI Client Service A-Team: The Law Firms Best at Showing Commitment to Help

Commitment to Help is the most influential aspect of your client relationship. Clients judge your commitment based on their highly personal, subjective judgment of your effort and investment in the relationship. Commitment to Help is all about your behavior. You have to be the most committed to helping your client…
Michael Rynowecer
December 2, 2016
8 Factors Driving Superior Client Service: How Law Firms Climb the BTI Client Service A-Team The Mad Clientist

8 Factors Driving Superior Client Service: How Law Firms Climb the BTI Client Service A-Team

Corporate counsel recognized fewer law firms in 2015 for superior client service than 2014. Despite the more demanding environment a few savvy and disciplined law firms buck the trend. These firms climbed the ranks or managed to stay on The BTI Client Service 30 while 11 firms dropped off this…
Michael Rynowecer
January 13, 2016
The 30 Best Law Firms for Client Service: The Three-peat Champ, the High-Fliers, and the Newcomers The Mad Clientist

The 30 Best Law Firms for Client Service: The Three-peat Champ, the High-Fliers, and the Newcomers

Clients have spoken, voted and ranked. Skadden is best at client service for 3 years in a row. Hogan Lovells soars as does McGuireWoods and BakerHostetler. The client service race is on and new players are mixing up the game. In each of the last 15 years The BTI Consulting…
Michael Rynowecer
December 9, 2015