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By Kevin Wheeler
I am currently working for a number of large law firms carrying out independent client service reviews. This involves me visiting their key clients to interview those decision-makers who instruct law firms or who are involved in deciding which firms their
The purpose of the visits is to collect feedback on the law firms’ performance, to understand how the organisations select the law firms that they work with, who they use and for what services, and to identify future requirements and how these might
differ from the services currently being used.
These are the 4 main issues clients are raising.
It is well understood that a catastrophic service failure by a law firm is likely to lead to that firm being sacked by a client and perhaps even being sued for negligent advice. What is less well understood by law firms is the consequence of a series
of smaller service failings which collectively often lead to client dissatisfaction, mistrust and the placing of instructions with other firms. Such small service failings include missed deadlines, slow response times, surprise bills, poorly supervised
It never ceases to amaze me how many times I come across law firm partners who are oblivious to such service failings and who believe that instructions from the client have dried up because the client is no longer as active. It comes as a real surprise
to them when I report back after a service review that their competitors are all over their prized client.
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Kevin Wheeler has been advising professional services firms on all
aspects of marketing and business development for nearly 30 years. As a
consultant he helps firms to manage and grow their key clients as well
as to win new ones. As a certified coach with WABC he works with
partners and those approaching partnership to improve their BD skills.
0330 161 1234