Most law firms would say, if asked, that they provide excellent client service, or at least very good service. Unfortunately, this self-assessment is not based on fact in most cases. As my friend Stacy West Clark reports, when clients were asked how their law firms were doing "most gave their firms a 'C' grade."
Her article "10 Ways To Improve Law Firm Client Service" that appeared in The Legal Intelligencer and on Law.com's Small Firm Business, is a very good read for two reasons. First, she identifies five factors that I would totally agree make for outstanding service, to wit:
"incredible responsiveness; accessibility; excellent communication in the manner the client has pre-selected; a thorough understanding of the clients' world, goals and business; and the personalization of the service (which she refers to as 'value added services')."
Secondly, having identified what comprises truly excellent service, she goes on to identify how a firm can assess what its grade should be and how to improve it. (Here are my favorites from her 10 ways):
As I said, I commend Stacy's article to your reading, if you want to pick up ideas on improving your firm's client service.