What do clients want in their work life?
Clients want concrete outcomes — results, savings in terms of time or money, and actions that minimize risk and maximize opportunities. Risk from the client’s point of view pertains not only to losing a case, but also to surprises such as unexpectedly large bills or unanticipated changes in the handling of a matter.
What do clients want personally?
On a one-to-one level, clients are looking for safety, personal control, financial security and a map to the future. They want to be treated with respect; offered the kind of service and attention they value, and work with professionals who speak their language, solve problems quickly when necessary, and demonstrate that they value their business.
Client-focused service requires quality communication.
In client-focused firms the culture promotes the alignment of professional and firm resources with the client’s circumstances, wishes and perceptions. It presumes a culture of responsiveness to changing client needs. The essence of client-centricity is a mind-set that takes the time to understand clients’ needs, wishes and expectations and then goes more than halfway to meet them.