Firms Replace 'Random Acts of Entertainment' as They Focus on Clients' Needs
Seminars and roundtables are only a couple of aspects of law firms' business plans that start with understanding what clients need to be successful, often through collecting client feedback by firm personnel or outside consultants.
August 03, 2018 at 01:58 PM
3 minute read
Legal Lean Sigma Hinson last year started the Atlanta Women in Cybersecurity Roundtable, a quarterly luncheon hosted by her firm. She said she was motivated to establish the group because statistics show that only 1 out of every 10 professionals in cybersecurity are women. When the first group met last fall, she said, one attendee let out a big sigh and said, “It's so great to be around all of these women.” She said her guests include chief privacy officers, chief information security officers and general counsels who oversee privacy issues within their companies. Some are clients, while others aren't, and they come from Atlanta-based companies including AT&T, SunTrust, Coca-Cola, Porsche North America, UPS, Turner Broadcasting, McKesson Corp. and Cox Enterprises. They share strategies, such as—in a sign of the times—“How to deliver bad news” and how to manage other cybersecurity challenges. Hinson said that, although no one shares proprietary information, everyone signs a confidentiality agreement so that anything discussed in the room stays in the room. Hinson said the meetings “help me think through legal advice” for clients," "I draw from their experiences,” she said. " It helps me be invested with these people.” Terry Brantley, managing partner of Swift, Currie, McGhee & Hiers, said he generally leaves relationship partners in charge of maintaining the firm's bonds with clients and understanding what the clients need, what they want to focus on and even how they like to communicate. But he said the firm has used an outside consultant to interview clients, which was helpful “to make sure you're getting honest feedback.” Brantley said the firm often offers clients “lunch and learn” meetings at a client's office, where lawyers share knowledge about a particular subject. But he said one of the most meaningful events has occurred when a client held a “reverse lunch and learn.” In that case, an insurance client said it wanted to educate the law firm about aspects of the business. “It was fantastic,” said Brantley. “When you have a true relationship, it works both ways.”
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