Research shows us that (aside from technical expertise) timely, responsive communications are high up on the list of things clients are looking for from their lawyers. This begs the question: how well do you communicate with your clients, and what could you be doing to improve the experience?
when a client calls do you answer straight away? If not, do you call them as soon as you can after you are free?
when you get an email from your client, how long does it take you to respond? Do you ever respond to tell them you have received the email and are looking into the issue?
do you send tip-bits of information you read to clients if you think it might interest them (Saw This And Thought Of You)?
do you call your clients on a Friday afternoon to ask them how their week was and what they’ll be doing for the weekend?
do you ever tell your clients how they can contact you during holiday season?
does your client know your mobile phone number?
do you schedule regular meetings with your clients to talk through their work-flow issues and how you might be able to improve your timely and responsive communications with them?
Always remember, you have two ears and one mouth: by listening to your clients you are far more likely to hear their needs and concerns than if you do all the talking.
While I have a level of sympathy with Dentons argument – and the reality is that PEP figures really are meaningless to all but those who work in the firm, at the same time I do feel that the makings of this situation are those of the law firms themselves.
To expand, in the days prior to LLP status, law firms avoided the press – both legal and non-legal – like the plague. Then publications such as Martindale-Hubbell, Chambers and Asia Pacific Legal 500 started to gain traction and firms started to disclose the business/deals they had undertaken in the past 12 months in the hopes of getting good listings/rankings. In most cases this was done without firms asking their clients if they put any credit in these rankings and their feedback on the benefits of such a strategy.