His most frequent paper and presentation topics are on retention and billing, timekeeping, client service and the development
of client service standards by lawyers and law firms, the use of experts and practice civility.
If your goal is to maintain a core group of clients, then set
some client service standards for yourself.
We keep saying that law firm strategies, lawyers» fees, and
client service standards should all be aligned with «client value,» but neither lawyers nor clients themselves can consistently define what the term means in actionable, measurable terms.
We could enlist a group of our more senior partners who are well - respected throughout the firm for their gifted client service abilities, as our «blue - ribbon panel,» to help construct
the client service standards based on the kinds of actions that they take on a regular basis.
We could gather together a group of key clients to provide input into what
our client service standards might include.
Create new processes and
client servicing standards.