Think of client service as a race. You face at least 2 major challengers; other law firms serving your clients, your firm’s past performance, and client expectations. The best performing firms are always working to beat all 3.
Client service expectations are soaring. Every change in world events adds a new layer of expectations — fueled by a stream of management questions about what is going on. This extreme VUCA world (volatility, uncertainty, complexity, and ambiguity) is driving 59 law firms to substantially up their client service game.
Top legal decision makers point to 59 firms — large, medium, and small — as improving at a faster rate than all others. These firms are riding a wave of client-facing communication and practicality to take a leap forward. These firms are:
Informal communication, amazing response, and practicality serve as the fuel driving improved performance. These 59 firms are using their improved client service prowess to build stronger client relationships. They are also leaving a lasting impression on clients — enduring well beyond whatever clients are experiencing now.
Learn where and how each of these firms improved here.
Please join me in congratulating each of these firms on their ability to stay ahead of client expectations.
Best in the market ahead.
The Mad Clientist
(This research is based on more than 350 in-depth newly completed interviews with top legal decision makers.)