These include returning telephone calls; allowing clients to design their
invoices; written service
plans for major clients; client surveys; making it easier to contact attorneys by e-mail, home phone numbers on business cards, 24 - hour night service telephone answering, etc.; client status reports; the notion
of «guaranteed» service or reductions in the bill; law firms adding
value to their clients and educating corporate and business executives through newsletters, seminars, direct mail and websites, etc..