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Jones Day tops the BTI Client Service 30 for the 4th year in a row—showing the firm can navigate the choppy waters of client service on a continuous basis to remain at the top. Gibson Dunn (2), Arnold & Porter (3), Morgan Lewis (4), and Sidley (5) all improved their client service ranking to round out the top 5.

We also point out both Greenberg Traurig and McGuireWoods, already perennial BTI Client Service 30 players, who managed to up their game through continuing firmwide initiatives. In addition, 9 more firms were able to climb up the ranks and back into the elite BTI Client Service 30. These firms are:

  • Alston & Bird

  • Covington

  • Faegre Baker Daniels

  • Hunton Andrews Kurth

  • Jackson Lewis

  • Kirkland & Ellis

  • McDermott Will & Emery

  • Ogletree Deakins

  • Seyfarth Shaw

Jones Day, Morgan Lewis, and Sidley are the only firms named to the BTI Client Service 30 for all 19 years in a row serving as proof of concept. Firms can and do leverage changes in client service to their advantage.

2 Brand New Client Service Expectations Trip Up Most Law Firms 

Legal decision makers are changing up their expectations. BTI research uncovered 2 new highly influential activities driving client service—Dealing with Complexity and Delivering a Uniform Client Experience—and they are catching more than half of law firms off guard. Clients report a decline in client service at 55% of law firms. New client expectations are making it harder for law firms to deliver excellent client service.

But, 32% of law firms are using these new expectations to their advantage. Clients report improved client service from these firms. The top performers spotted the trends through client feedback and ongoing dialogue—and made sure they delivered on a firmwide basis.

You can learn about the strategies used by the BTI Client Service 30 to deliver elite levels of client service in our newly released BTI Client Service A-Team 2020. You can see:

  • Exactly where you firm stands

  • How your firm’s client service has changed

  • Comparisons to 8 competitors of your choice

Your report comes with unlimited telephone support to help ensure you can use client service to your ultimate advantage. Please join me in congratulating the 30 firms clients say deliver the absolute best client service. See them all here.


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