Legal Research

"How To Improve Your Client Service"

This post was written by Tom Kane: "Most law firms would say, if asked, that they provide excellent client service, or at least very good service. Unfortunately, this self-assessment is not based on fact in most cases. As my friend Stacy West Clark reports, when clients were asked how their law firms were doing "most gave their firms a 'C' grade."

Her article "10 Ways To Improve Law Firm Client Service" that appeared in The Legal Intelligencer and on Law.com's Small Firm Business, is a very good read for two reasons. First, she identifies five factors that I would totally agree make for outstanding service, to wit:

"incredible responsiveness; accessibility; excellent communication in the manner the client has pre-selected; a thorough understanding of the clients' world, goals and business; and the personalization of the service (which she refers to as 'value added services')."

Secondly, having identified what comprises truly excellent service, she goes on to identify how a firm can assess what its grade should be and how to improve it. (Here are my favorites from her 10 ways):..."

Continue reading this interesting post and reach the active links by clicking on the author's name.

Source: Legal Marketing Blog.com, 10 August 2010, reproduced with permission of the author.

Full post as published by Stark County Law Library Blawg on August 11, 2010 (boomark / email).