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
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
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 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
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
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
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
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
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