A common gripe about large law firms is that they’re inconsistent when it comes to client service, according to Michael Rynowecer of BTI Consulting Group. “More than 50% of clients say their primary law firm’s biggest weakness is inconsistency,” he notes in this recent blog post. “This law firm inconsistency is a silent epidemic.”
According to BTI’s client feedback interviews, many firms struggle at keeping clients informed, dealing with unexpected changes and handling problems. “Clients dream of one stream of proactive communication keeping them in the loop about all matters at a firm, all delivered at a uniformly high level,” says Rynowecer, but instead communication comes in different forms, by different people at different times. This both creates work for in-house counsel and gives the impression that no one person at the firm is paying attention to the client’s big-picture needs.
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