Law.com Trendspotter: Law Firms Care What Their Clients Think—They'd Just Prefer Not to Know
Law firms live and die by the quality of their client service. And yet, a troubling number of firms appear to be actively avoiding feedback from the clients they serve.
July 27, 2021 at 08:00 PM
8 minute read
Photo: Shutterstock
The Trend:
Law firms live and die by the quality of their client service. And yet, a troubling number of firms appear to be actively avoiding feedback from the clients they serve.
The Driver:
The letter Morgan Stanley Chief Legal Officer Eric Grossman sent to outside counsel earlier this month attempting to push them back to the office full-time was uncomfortable for law firms in large part because it forced many of them to reckon with and respond to actual direct feedback from a client.
Believe it or not, that's a rare occurrence for many firms. While every firm prides itself on meeting each and every one of its clients' wants and needs, relatively few are actually performing any outreach to determine what those wants and needs actually are.
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