Client service should be second nature to lawyers. But some seem woefully out of touch with their clients' needs and concerns. Take the case of SPS Technologies and Motorola–both of which appear to be victims of poor customer service.

The now-defunct SPS sued Motorola for $10 billion in 2002 for allegedly stealing trade secrets. The case ended in a hung jury in November 2006. SPS later discovered that Motorola had violated the judge's order barring expert witnesses from reading transcripts of other witnesses' testimonies.

Here's where it gets interesting.

SPS was represented by Willie Gary. If you go to www.williegary.com you can see a picture of him standing next to a pair of Bentleys in front of a mansion. A press release on his site announces his recent purchase of a 32-passenger Boeing 737. Christened “Wings of Justice II,” the plane is furnished with an 18-karat gold sink and a full-service kitchen.

After learning of Motorola's misdeeds (or at least the misdeeds of its outside firm–Shook Hardy & Bacon), Gary asked the judge to fine Motorola $100 million and pay his legal team's fees and expenses. Gary argued his fees alone were $24.5 million. The judge didn't fine Motorola, but did rule it should compensate the plaintiffs' lawyers $22.9 million.

The ugliness didn't stop there, though. According to the Chicago Tribune, Motorola's outside lawyer–Faith Gay, a partner at Quinn Emanuel– hugged Gary at the end of the hearing and exclaimed, “This is a huge win for Motorola. You walked out with peanuts.”

According to George Selby, Motorola's vice president of litigation, the company isn't happy with the outcome, but is happy with Gay's work. He says the quote was taken out of context. That's plausible. That said, however, I have a tough time believing that Motorola's CEO didn't cringe at that comment, especially after recently announcing a first-quarter net loss of $181 million.

To make sure your CEO doesn't cringe at the quality of the legal services you provide, our August issue will feature a list of client services best practices for in-house counsel.

But we need your help. We don't want it to be a list dreamed up by consultants who are far removed from the daily realities of managing a legal department. We want practices that actually work. So go to www.insidecounsel.com/editorial_survey and fill out our short survey about the client services practices that work for you. We will then use your suggestions to shape our article.

Client service should be second nature to lawyers. But some seem woefully out of touch with their clients' needs and concerns. Take the case of SPS Technologies and Motorola–both of which appear to be victims of poor customer service.

The now-defunct SPS sued Motorola for $10 billion in 2002 for allegedly stealing trade secrets. The case ended in a hung jury in November 2006. SPS later discovered that Motorola had violated the judge's order barring expert witnesses from reading transcripts of other witnesses' testimonies.

Here's where it gets interesting.

SPS was represented by Willie Gary. If you go to www.williegary.com you can see a picture of him standing next to a pair of Bentleys in front of a mansion. A press release on his site announces his recent purchase of a 32-passenger Boeing 737. Christened “Wings of Justice II,” the plane is furnished with an 18-karat gold sink and a full-service kitchen.

After learning of Motorola's misdeeds (or at least the misdeeds of its outside firm–Shook Hardy & Bacon), Gary asked the judge to fine Motorola $100 million and pay his legal team's fees and expenses. Gary argued his fees alone were $24.5 million. The judge didn't fine Motorola, but did rule it should compensate the plaintiffs' lawyers $22.9 million.

The ugliness didn't stop there, though. According to the Chicago Tribune, Motorola's outside lawyer–Faith Gay, a partner at Quinn Emanuel– hugged Gary at the end of the hearing and exclaimed, “This is a huge win for Motorola. You walked out with peanuts.”

According to George Selby, Motorola's vice president of litigation, the company isn't happy with the outcome, but is happy with Gay's work. He says the quote was taken out of context. That's plausible. That said, however, I have a tough time believing that Motorola's CEO didn't cringe at that comment, especially after recently announcing a first-quarter net loss of $181 million.

To make sure your CEO doesn't cringe at the quality of the legal services you provide, our August issue will feature a list of client services best practices for in-house counsel.

But we need your help. We don't want it to be a list dreamed up by consultants who are far removed from the daily realities of managing a legal department. We want practices that actually work. So go to www.insidecounsel.com/editorial_survey and fill out our short survey about the client services practices that work for you. We will then use your suggestions to shape our article.