Network Firm News
Lack of Responsiveness Dangerous to Law Firm Client Base
Marci Krufka -- Consultant, Altman Weil -- 5/13/03
"Law firms need to focus on clients’ needs for responsiveness. [In recent surveys of CLOs o]nce again, chief legal officers cited 'lack of responsiveness' as the number one reason for firing a law firm. This is consistent with what we hear repeatedly from law firm clients."
-- Other service-related factors considered important by CLOs are quality of work product, turnaround time, meeting deadlines, staffing of matters, and achieving successful results.
-- Clients expect a response to a phone call or email within 1 hour, but most law firms believe that 24 hour response time is sufficient.
-- Meet with your clients and ask them about their legal needs during the next 12 months.