Client Service – It’s The Little Things That Count

Tracking developments at the macro level is necessary to understand the legal universe, writes Sanju Kripalani in Managing the Micro in Client Service. In-house lawyers are talking about the evolution of the billable hour, the role of artificial intelligence in the delivery of legal services, the use of project management to drive efficiencies, etc., so you need to know what they’re saying and what it means for the future of the profession. But not at the expense of the micro:

I think lawyers and BD staff spend too much time trying to observe and solve for legal ecosystem changes and not enough time understanding how to super please clients.

Kripalani reminds you that stellar client service is less about the law than it is about providing quality, responsiveness, and value. And that the best way to find out how to do that is talking to your clients. Asking them what they need. Figuring out their pain points, and offering relief. Read the post. Then start focusing on the micro. Your clients will be glad you did.