In Search of Perfect Client Service

      "It turns out that managing the relationship between in-house counsel and law firm attorneys is a lot like dating ...."  Ughhh.  I had just eaten dinner.  But with that ... er ....eye-catching introduction , Inside Counsel begins its report on the 19th Annual Survey of General Counsel.  For those of us who blog in the client service space, this annual report provides the same blog fodder that  the run up to the  Academy Awards provides to movie critics.

      Nearly 17% of surveyed in-house counsel rate their outside counsel an "A."  And the percentage of outside counsel who give themselves the same "A"?  Forty-three percent!  That's only a 26 point difference.  Here's one of my favorites.  Forty-six percent of in-house counsel said reducing costs was the most important thing law firms could do to improve their relationship.   On the law firm side--8%!

Which begs this question: what planet are the law firm respondents living on?
  You pick, because they certainly don't live on earth.

The survey includes some questions to which respondents are asked to agree or disagree.

1.  Law firms are actively seeking ways to reduce the costs of the legal services they provide,

In-house:  73.5% disagree                                  
 Law Firm:  76% agree

 2.  Law Firms understand client budget constraints.

In-house:  59% disagree
Law Firm:  85% agree 

(See above question regarding geography of law firm lawyer residence.)

Here's my advice to outside counsel: