Client Service Archives - Page 28 of 32 - The BTI Consulting Group

The 3 Biggest Client Service Turkeys of 2015

The Mad Clientist would like to give thanks to the attorneys delivering some of this year’s most egregious client service turkeys. We share these true stories from corporate counsel in the hopes we can all learn some lessons—and have a few laughs.If You Don’t Trust Us To Do the Right…

Michael RynowecerNovember 18, 2015

The Mad Clientist

How Clients Hire: Why New GCs Always Fire 1 Major Law Firm

It’s only taken 15 months. New GCs are making a serious and meaningful change in their legal departments—especially where their law firms are concerned. The result: 37.2% of large clients hired a new law firm—one with whom they haven’t worked (in recent history)—up from 23.5% last year.About 16% of companies…

Michael RynowecerAugust 5, 2015

The Mad Clientist

Do Your Clients Cringe When Your Documents Show Up—This One Did

“I do not want to work with you to select the words, develop the structure of a paragraph—or document—for that matter. What I want is a thoughtful piece where—if I choose—I can add insight or new thinking. Do not send me your draft documents.I don't care if you stamp it…

Michael RynowecerJuly 29, 2015

The Mad Clientist

Your Summertime Double Dog Dare

Ok. Your firm isn’t into the client feedback thing. Or maybe your firm is into it but only conducts a dozen or maybe even a couple of dozen interviews a year. They haven’t gotten to your client just yet or the feedback is more stream of consciousness than feedback. It’s…

Michael RynowecerJuly 22, 2015

The Mad Clientist

The Client Focus Foible

Michael RynowecerJuly 13, 2015

The Mad Clientist

Client Service Suffers Second Biggest Drop — Here’s Why

Clients want more. And don’t stop wanting more. Ever. Only 33.3% of corporate counsel recommend their primary law firm to a peer—a substantial drop from the 40.1% who recommended their primary law firms last year. This marks the second biggest drop in 15 years. Credit one reason—The Client Expectation Gap. …

Michael RynowecerJune 17, 2015

The Mad Clientist

60% of Clients Replace Their Primary Law Firm

60% of large clients have replaced one of their 2 primary law firms—the highest turnover rate in 7 years. The overwhelming reason—mediocre client service. The scary part—the client service isn’t bad—it’s just not great. Corporate counsel show shrinking patience for anything short of a superior client experience. Clients now believe even…

Michael RynowecerMarch 18, 2015

The Mad Clientist

13 Unspoken Rules of Client Relationships

Unspoken rules are the gifts which keep on giving for some and the bane of our existence for others. Those who know and live by these rules thrive and love what they do. Those who don’t work harder for less enjoyment and return—they may love what they do—but not quite…

Michael RynowecerMarch 11, 2015

The Mad Clientist

The 6 Traits of the Client Service All-Stars

Click here to download your complimentary copy of the BTI Client Service All-Stars 2015.

Michael RynowecerFebruary 18, 2015

The Mad Clientist

7 Lessons from the Client Service A-Team

Corporate counsel have identified the 30 law firms delivering the absolute best client service. The BTI Client Service 30 outperforms more than 650 other firms by a factor of 6 to land among the client service elite. It’s easy to dismiss client service as a nice-to-have soft skill. However, research shows…

Michael RynowecerJanuary 7, 2015