Client service can pay off; using old-fashioned courtesy, customer tracking, surveys and focus groups, law firms can retain clients and gain new ones
Article Abstract:
Client service is the most important and most basic form of marketing for any professional organization, and law firms can learn much about it from such companies as the Ritz-Carlton Hotel Co. Clients should be greeted by name, and the firm should record and share among its lawyers and secretaries important personal and business information on each client. Training to build a service mentality also cultivates employee loyalty. Surveys, focus groups, and more innovative ways of supporting client activities are discussed.
Publication Name: The National Law Journal
Subject: Law
ISSN: 0162-7325
Year: 1996
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Despite biz glut, firms push for more clients; rainmaking pressures set in recession remain at full tilt despite boom times
Article Abstract:
Client development is always a priority at law firms. Although some attorneys might imagine that new business is a focus only during recessionary periods, management tends to emphasize firm growth in the current expansionary economic period as much if not more than during past recessions. Though generally not billable, client development is seen by many firms as being as important, if not more so, than billable hours.
Publication Name: The National Law Journal
Subject: Law
ISSN: 0162-7325
Year: 1997
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