Truth be told, nothing. Well, at least nothing of consequence. Oh sure, there is the occasional in-house program on client service and websites are edited to talk about the firm’s commitment to client service. But if you asked 10 lawyers in any given firm what changes the firm has made that are intended to improve client service, the odds of getting the same answer from even 7 of the 10 are pretty remote.
Client service is not about what you say. It is about what you do. What is your firm doing to improve client service? In these days of declining realization and client mobility, you need a compelling answer to this simple question.