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Published in the Law Practice Today Magazine in the ABA.

In this day and age, it is critical to retain clients. How does a firm accomplish that in an environment that has traditionally focused on productivity? Firms have attempted to differentiate based on expertise, alternative billing options, and creativity. All are good, but none of them hit the mark. Like it or not, law firms have to become client-centric.

Excellent client service is not just a nice idea anymore. It is a necessity. If firms do not make it a high priority, clients will eventually go elsewhere. Work product and/or poor results are not the predominant reasons clients search for new counsel. More clients leave a firm because of service issues. Good client service entails having a dedicated client-oriented department where clients can rest assured that they will get any questions answered or issues resolved in a timely manner.

Top-tier companies not only offer a customer service department, but also understand that training employees in customer service is essential. For clients to stick with a firm, they have to believe that client service is a core cultural value.

How do we accomplish this?

To Read More: Client Service The New Normal- Law Practice Today ABA