Network Firm News

Friday, December 06, 2002

Four Network Attorneys Named All-Stars of Client Service
The BTI Consulting Group, a Massachusetts-based professional industry market analyzer, interviewed more than 185 corporate counsel at Fortune 1000 companies throughout the U.S. regarding their outside law firm relationships, how they buy legal services, and a broad range of other issues. The BTI Client Service All–Star Team represents those individual attorneys who have been nominated by their Fortune 1000 clients because they provide superior client service—the All–Stars of client service.

Jim Dorr and Rod Heard of Network member firm Wildman Harrold, Daniel Rizzi of Network member firm Nixon Peabody, and Matthew Feeney of Network member firm Snell & Wilmer, were named by their clients to the All-Star Team.

Who Makes the All–Star Team: 93 individuals, representing 73 law firms across the country, were nominated for BTI’s Law Firm Client Service All–Star Team.

What Drives Clients to Nominate Their Attorney to The BTI Client Service All–Star Team: BTI found four major reasons clients nominate a particular individual to the All–Star Team. The top three reasons, comprising close to 80%, are all about the ability of the attorney to go beyond technical skill delivery to add something more.

Go Above and Beyond: BTI found 11% of clients see individuals “going above and beyond”, driving superior client service, and bringing the most value to clients. This is up from last year’s 7%. These BTI Client Service All-Stars always deliver more than their clients expect, no matter how high the expectation. For these All-Stars, advice and responsiveness are baseline requirements. These clients see their All-Stars putting the client’s interests ahead of their own and always taking the extra step.

Relationship: Relationships drive All Star status for 7% of Fortune 1000 clients of the All-Star Team. These attorneys have successfully attained a high degree of client loyalty. Their clients trust them and turn to them first when problems arise. All-Stars use it as a source of strength. These lawyers establish exceptional understanding of their client’s issues circumstances and needs and use it to develop mutual investment in the relationship.

Client Focus: Fully 61% of clients nonimate their All-Star because of their outstanding client focus. This is an increase from last year’s 54%. These lawyers consistently look at the services they provide from the client’s perspective, rather than their own.

Business Focus: Our research finds that 5% of clients nominate their candidate because their attorney consistently helps translate legal advice into the business value. These clients benefit from increased time to market, advantage in closing transactions, risk avoidance, and revenue from Intellectual Property assets.

Core Legal Skills: A group of clients, 15%, recommend their candidate because of their lawyers’ legal skills and abilities. These companies are looking for specific skills and expertise, and have found them in their favorite attorney.

Other: The remaining individuals recommend their candidate because of other individual factors.

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