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Perspective From Law: Protecting Your Crown Jewels: Putting Your Client Service To The Test

By Patrick J. McKenna and Michael J. Anderson

RainToday.com Note: This is part one of a three-part series. First, McKenna and Anderson put you to the test, as they did for their own firm, to see how you stack up on client service. Later, they will offer four steps towards improving your firm's client service.

Reading about the carnage that occurred earlier this year ("This Might Hurt A Bit", Corporate Counsel, December 2005), as Pfizer Inc. reduced its list of 103 outside product liability counsel to about 20 firms reminded us of an incident that happened to us some months back.

In the process of providing strategic counsel to the Planning Committee of a national firm, with over a dozen offices, we found ourselves in a discussion on how providing exceptional client service was a meaningful way of differentiating any law firm. Curiously, it was not too difficult to observe more than a few eyes roll.

Imagine this scenario. You are in a room with twelve of who you might label power partners, as each of these individuals controls a book of business that is easily in excess of $6 million. The body language is screaming out to please not engage us all in one more protracted discussion on the merits of providing good client service, as we’ve heard it all, too many times already.


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