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As my colleagues and I interview the
clients of law firms, we hear a consistent set of complaints about the service
that they receive from law firms.
Here is a short checklist to help
law firms consider whether they have the basic management structures and
systems in place to allow them to keep the clients they have and win new ones.
These are not all of the issues, to be sure; but they are the ones that law
firm clients most frequently mention. Each one relates to a basic structural weakness
that has resulted a law firm losing a client or failing to get a new one.
If you cannot give an unqualified yes
to each of these questions, you could be at significant risk of losing a
client. A no answer can be an important clue about why you
are not winning the new clients that you think you should have.
Fortunately, problems in most of
these areas can be addressed quickly. The value of the time, effort, and
external support that you will need is usually far less than the cost of losing
even one significant client.
Read more on the Walker Clark
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