Client Service

Legal decision makers believe your experience enables you to be fully prepared for any unexpected changes arising in a matter. Clients look to you to guide them through the issues they didn’t expect. An inability to adapt to new circumstances makes the client question your skills and quality. And the…

Clients expect to be informed throughout a matter: progress, lack of progress, unexpected circumstances, or changes. Regular, proactive communication is the anticipated standard. Failure to keep your clients informed cracks the foundation of client service and erodes relationships. Also, learn what it is exactly and what it means, according to…

Most law firms understand scope. Yet, most client work will involve one or more changes in scope. Few mistakes sour a relationship quicker than not completing what you said you would, even if the scope changed. You can use scope to add value (communicate changes and their implications to clients…

Clients build their perception of your quality around their whole experience with you — not just the final product or result you deliver — and especially your client focus. Clients presume you will perform annual research and quality control. Quality is based on client experience. Also, learn what it is…

Legal skills are the single most important attribute clients consider when they are hiring and evaluating their law firms. 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…

Value isn’t about low cost. Clients see value when a law firm delivers measurably more than they expect. Clients believe exceptional legal advice delivered on time and within budget is a minimum requirement and adds no value. Firms delivering the highest value focus on delivering business wins to clients —…

Understanding your client’s business means you have a sense of the business risk as well as the legal risk and the impact legal decisions will have on their business. This business-outcome-based approach is the single strongest differentiator for law firms. And, it is the single biggest driver of premium rates.…

Client focus is the ability to deliver on your client’s targeted outcome. Often, this can be vastly different from the best legal outcome. Delivering superior client focus requires a deep understanding and respect for the client’s business goals, budget constraints, risk tolerance, and sensitivities. Also, learn what it is exactly…