Do you . . .

know that the #1 client complaint about lawyers concerns poor communications?



Click below to watch Carol's video



Excerpt from “Client-centric Service: Resources that Build a Client-focused Firm,” Lawline CLE, Webcast and Live Program, December 17, 2013, with Steven Skyles-Mulligan


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Client‐centric Communications

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What do Clients Want?

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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.