If Clients Are Not the Center of Your World, You Will Be on the Periphery of Theirs
Law firms typically claim, in varying ways, that client service is their highest priority. Unfortunately, however, their actions often undercut that claim to one degree or another. For in-house attorneys who select external lawyers on behalf of their companies, "relationship" issues often dominate the selection process. Expertise and substantive knowledge now serves as a "ticket to the ball" but it often does not constitute the decisive criterion for the choice.
Law firms that understand the importance of how exceptional client service manifests itself on a day-to-day basis will prosper while those that don't will find themselves increasingly sidelined.