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The last 12 months drove the The BTI Client Service 30 to get even better. These firms were able to read the tea leaves and give clients close, practical, and timely advice. They stepped in without being asked and knew exactly how to help. These firms upped their client service game in the face of unpredictable demands. But these firms know how to manage the unpredictable — adding a new dimension to client service.

The Debuting and Returning Firms

9 firms made their debut or rejoined the client service elite.

The 4 firms making their debut appearance on The BTI Client Service 30 are:
Duane Morris
Sheppard Mullin
Shook, Hardy & Bacon
Eversheds Sutherland
The 5 Firms returning to The BTI Client Service 30 in 2021:
Holland & Knight
Baker Botts
Foley & Lardner

Each firm had client-centric initiatives in place before the pandemic hit, including client feedback, industry programs, client-facing innovation, thought leadership, and client teams.  COVID-19 accelerated their efforts into the highest levels of client service.

3 Firms Make an Astonishing 20th Appearance in a Row

Jones Day, Morgan Lewis, and Sidley continue their unbroken streak of delivering elite client service. These firms negotiated 3 economic crises, boom times, and changes in fundamental client needs over 20 years. This success is only attributable to a cultural commitment to client service.

Jones Day Earns Rare Dual Honors

Top legal decision makers rank Jones Day best at client service — and as a firm with the most improved client service. They are relentless in pursuit of delivering the best client service.

Each member of the BTI Client Service 30 takes their own approach to client service — but all are built around clients. 17 of the 30 firms have systematic client feedback programs.

You can learn the client service strategies and tactics used by the BTI Client Service 30 here. See where your firm stands by ordering your copy of the BTI Client Service A-Team 2021: Survey of Law Firm Client Service Performance, this includes:

  • A custom comparison of your firm with up to 8 competitors of your choice

This report is the only place you can learn exactly where your firm excels, improved, and where a competitor may have improved more — and recommends exactly what to do about it.

BTI has been helping our clients design and implement the most effective client service and business development programs in the world for 30 years. We welcome the opportunity to discuss how to improve your performance.

Please join me in congratulating the BTI Client Service 30 for 2021. See the full list of The BTI Client Service 30 2021 here.


The Mad Clientist

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