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The Mad Clientist

6 Lessons to Learn from The 2012 BTI Client Service A-Team

By December 13, 2011April 16th, 2020No Comments

Growing business in the 2012 legal environment is a daunting task even for the most established law firms. Economic uncertainty slams the brakes on outside counsel spending and a renewed focus on law firm consolidation drives corporate counsel decisions. Combine this with client satisfaction rates at a 4-year low and hope for success appears virtually non-existent.

BTI’s newest research with more than 240 of the world’s top-spending corporate clients reveals 306 law firms—identified solely through client feedback—outpace competitors through client service excellence. Discover 6 high-powered (and profitable) lessons from this year’s BTI Client Service A-Team.

  1. Superior Client Service Growing Scarce
    With 171 law firms dropping from the exclusive list and just 76 new additions, clients are sending a clear message – earning client recognition for superior client service is a distinct honor and one bestowed on fewer than 50% of law firms.
  2. Client Service Pays
    The BTI Client Service 30 earn 33% higher profits than an average law firm – a fact which holds true every year, despite changes in the specific law firms honored on this elite list.
  3. Rock Stars are Rare
    Just 4 law firms celebrate a decade or more as part of The BTI Client Service 30, the elite group of the 30 highest-ranked law firms in client service. BTI welcomes Skadden, who joins Jones Day, Sidley and Morgan Lewis in The BTI Client Service Hall of Fame.
  4. 17 Activities Win Client Loyalty – 4 Activities Win Client Dollars
    17 activities drive superior client relationships, but just 4 are proven to drive financial rewards. Strong performances in Commitment to Help, Providing Value for the Dollar, Client Focus and Understanding the Client’s Business earn law firms 30% higher profits, 7% rate premiums and 35% higher client retention.
  5. Adversity Breeds Opportunity
    For the 6 newest members of The BTI Client Service 30, today’s challenging economic and political environment laid the groundwork to step up and shine. Clients celebrate Bass, Berry & Sims, Bracewell & Giuliani, Polsinelli Shughart, Seyfarth Shaw, SNR Denton and Weil, Gotshal & Manges for making client service a priority against the odds.
  6. Client Service Through Thick and Thin
    Only 52 law firms (out of 650 serving Fortune 1000 clients) find a way to stay on top of client’s ever-increasing demands and remain on The BTI Client Service A-Team for 11 consecutive years – through up and down markets.

You can get full details on the results, including who and why, by clicking here and by joining us for a discussion on January 5, 2012 during BTI’s complimentary, annual webinar. Reserve your spot now.

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