Corporate counsel rank Skadden as delivering the absolute best client service. After redefining its approach to clients 4 years ago, the firm surges to number one in the BTI Client Service A-Team 2014. Skadden is an 11-year veteran of The BTI Client Service 30, has been in the top 5 for the last 3 years, and is a member of BTI’s Client Service Hall of Fame.
The research reveals both client service stalwarts and newcomers alike are using new approaches to land a spot in the client service elite. These high performing firms include:
- Morgan Lewis
- Sidley Austin
- Morrison & Foerster
- McDermott Will & Emery
- Thompson Hine
And newcomers:
- Husch Blackwell
- Venable
Client service stalwart Jones Day lands at number 2, and Latham & Watkins improves to number 7.
The one common denominator among the top performers is the firm-wide emphasis on delivering superior client service. Thompson Hine and Faegre Baker Daniels deliver some of their strongest performances in 2014—and prove size is not an obstacle to delivering world-class client service.
The client service leaders, large and small, share a dedication to investing in large-scale client service initiatives. Strategies include:
- Dedicating top partners to drive roll-out and implementation of client service programs
- Focusing on the largest clients first, and rolling programs out to smaller clients
- Embracing client feedback as a requisite for doing business
- Improving client service all the time and in all ways
- Celebrating success
- Including client service as a key part of the firm’s strategic plan
Learn more about how these law firms differentiate themselves with the strategic use of client service and see where you stand in the new BTI Client Service A-Team 2014.