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The Mad Clientist

Clients Single Out 30 Law Firms Best at Client Service

By December 12, 2018No Comments

The BTI Client Service 30 keeps putting more distance between themselves and everyone else. But, as in prior years, certain law firms manage to leap frog a whole group of competitors and land a spot in the BTI Client Service 30—knocking out others. Client service performance is dynamic, absolute, relative, and a source of real advantage—all at once.

The leap into the Top 30 is always the result of a set of strategies and tactics to improve client service—all having management backing and teeth (otherwise known as accountability, metrics, and funding). We can see the firms improving in the years prior to joining the best-in-class firms—moving steadily up the curve.

This year we congratulate the following firms on rejoining the BTI Client Service 30:

  • Arnold & Porter (15)

  • Ropes & Gray (21)

  • Willkie (26)

  • Goodwin (28)

  • Greenberg Traurig (29)

At the same time, only 3 law firms remain as a continuing part of the elite BTI Client Service 30 in each and every one of the 18 years we have conducted the survey. We congratulate the following 3 firms for their longstanding skill in delivering at the leading edge of client service performance on an ongoing basis:

  • Jones Day

  • Morgan Lewis

  • Sidley Austin

Jones Day is ranked number 1 in client service more than any other law firm for an impressive 11 out of 18 times. 2019 also marks Jones Day’s 3rd year in a row at number 1—a feat only accomplished when all the partners successfully work, firmwide, to improve all the time with every client.

Skadden is ranked at number 2 for the 2nd year in a row. Latham, DLA, Gibson Dunn, and Hogan Lovells all moved up to fill out the top 5—presented in rank order.

Each member of the BTI Client Service 30 takes their own approach to client service. You can see it built into the culture and the behaviors. You can learn the client service strategies and tactics used by the BTI Client Service 30 here. You can see where your firm stands by ordering your copy of the BTI Client Service A-Team 2019: Survey of Law Firm Client Service Performance, which 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 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 2019.


(Based on more than 350 in-depth interviews with top legal decision makers conducted between January 2018 and November 2018 conducted by The BTI Consulting Group.) 

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