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In today’s competitive legal markets, firms are beginning to realise that there is no guarantee that their clients will keep on giving them instructions. With clients constantly looking for the greatest expertise, the slickest client service and the best value, and with your competitors crawling all over these same clients, one slip-up by your firm’s lawyers could mean the difference between having a valued client and losing them. The old adage, “you’re only as good as your last deal” has never been truer.
To ensure that their lawyers are delivering the quality service expected and in a way that clients’ are satisfied with, law firm management teams are increasingly implementing post-matter review programmes. But how should these reviews be conducted and what should the firms be doing with the feedback?
Post-matter or post-transaction reviews should be carried out among the firm’s most significant clients, where there is usually a steady stream of instructions. These reviews should not be confused with relationship reviews which are usually carried out every 18-24 months and which cover the entirety of the firm’s relationship with a key client, not just the performance on one specific matter. In fact, post-matter reviews are a crucial adjunct to relationship reviews because if the client has become dissatisfied with the firm, that failing needs to be identified and rectified immediately, not at the next relationship review. The longer the problem is left unresolved, the greater the chance that the client will defect and appoint another law firm.
The level of matter qualifying for a post-matter review will depend on the firm: a magic circ
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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