Client Service Archives - Page 32 of 35 - The BTI Consulting Group

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

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 RynowecerDecember 10, 2014

The Mad Clientist

Clients Rank Law Firms—Skadden Tops BTI Client Service 30

Skadden reigns supreme in client service. Each year, The BTI Consulting Group speaks with more than 300 leading corporate counsel and asks them which firms are leading the way when it comes to delivering superior client service—an area law firms aren’t always known for mastering. This year, unexpected leaders prove…

Michael RynowecerDecember 1, 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 RynowecerNovember 4, 2014

The Mad Clientist

Clients Demand More, Get More: Happiest with Law Firms in 3 Years

Client investment—both financial and emotional—in law firms jumps after a 3-year decline. In 2014, 40.1% of corporate counsel recommend their primary law firm to a peer, up from 31.4% in 2013. Increasing client investment can be good or bad news—it all depends on whether or not your client is investing…

Michael RynowecerSeptember 3, 2014

The Mad Clientist

How to CYA (Cover Your Achilles) Before You Ever Need To

Achilles, the Greek war hero, struck down by a strategically targeted arrow. It only took a single vulnerability to topple the seemingly invincible. In his death, the mighty Achilles taught us a valuable lesson: do not simply rely on your strengths; know your vulnerabilities and take great care to not…

Michael RynowecerAugust 13, 2014

The Mad Clientist

Press 1 If You Are in a Legal Crisis, Press 2 If Your Matter Has Billings in the 7 Figures

The Mad Clientist: How many true emergency, ‘I need help right now,’ phone calls does your firm get in a year? 1, 2, 5? Law Firm Leader: There are at least a dozen I can name off the top of my head…maybe 15. The Mad Clientist: So, once a month?…

Michael RynowecerJuly 23, 2014