Skip to main content
search
Tag

Client Service

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 Rynowecer
July 22, 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 Rynowecer
March 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 Rynowecer
January 7, 2015
The Mad Clientist

Zen and the Art of Arrogance

Market leaders in 11 professional service markets are arrogant. It’s absolutely true. Over the last 25 years, BTI has performed deep dive analyses into client expectations and preferences for professional service providers in 11 different segments including Law, Accounting, Management Consulting, Engineering, Digital Marketing Agencies and more. Our shocking discovery:…
Michael Rynowecer
December 10, 2014
The Mad Clientist

Don’t Sell to People Who Don’t Want to Buy

Some clients just don’t bite. No matter how good you are or how well-suited you are to meet their needs, there are clients who just won’t buy from you. Successfully selling professional services is largely based on personality and chemistry. In any given professional services sector, 60% to 70% of…
Michael Rynowecer
November 4, 2014