Shawn Lehocky, chief executive officer of Pond Lehocky Giordano, and Jason Romanosky, chief marketing officer of Case Status. Courtesy photos. The Costs of Not Prioritizing Client Service at Your Firm
Firms that don't prioritize client service will not be seen as innovators or thought leaders. Too many clients and too many referral sources will know that those firms do not walk the client service walk.
September 21, 2023 at 11:48 AM
9 minute read
We are well past the time when the concept of proactive, responsive, and ever-improving client service is a "nice to have" concept for law firms. No matter the size of your firm, its location, or the areas of law its attorneys practice, client service should be as core an offering of your law firm as the legal services it provides.
Yet, today, look no further than online reviews, panel discussions with general counsel, and bar complaints for examples of attorneys' and law firms' substandard approaches to client service. From failing to keep clients abreast of what's happening in their legal matters, to going long periods of time without contacting them, to failing to take an interest in their business and industry, attorneys are still leaving much to be desired with client service.
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