What makes the 30 law firms that deliver “the absolute best client service” different from the 650 competitors they outperformed? For starters, they have established formal, systematic client feedback programs. And they’ve incorporated client service metrics directly into their strategic plans. And, writes BTI Consulting’s Mad Clientist in 7 Lessons from the Client Service A-Team, they’ve adopted five other service practices to make sure their clients keep coming back. And so can you:
The good news—no law firm engages in all 7 lessons. You will benefit from focusing on even a single one. Jump in, pick one, start today.
Take a lesson from the A-Team. Better yet: take seven lessons from them. Read the post, and start changing the way you think about and manage client service. Your clients – and your partners – will thank you.
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