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In Search of Perfect Client Service Why lawyers don't seem to get it

Some insight into the value of great client service

Posted in Client Service

I received an email from Michael Rynowecer of BTI Consulting which provided an interesting insight. There has been a number of reports about large law firms losing market share and otherwise performing poorly.  Michael’s email reported that the BTI Client Service 30—the best—actually gained market share in 2012, and did so at competitor expense. 

But here’s the real insight:

The most impressive are the 4 firms in The BTI Client Service Hall of Fame – each of whom remain on The BTI Client Service 30 for more than 10 years – Jones Day, Morgan Lewis, Sidley Austin and Skadden all market share gainers.

The reason this note about the performance of these four firms is important is that their presence in the Hall of Fame in indicative of a culture of client service.  The importance of being market gainers is that there is financial benefit from great client service.  Clients like working with those who understand their business, the demands of their job and work to make the client’s life easier.