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COMMUNICATE > Client-care programs
Attention must be paid.
Clients respond to professional firms and professionals who focus on their needs and interests. The client-centric firm offers services packages that conform to a client's view of services needed. For example, a divorce attorney might add services related to a new will, real estate issues and employment conditions. Such a firm may also set hours to facilitate clients’ schedules, or offer a variety of billable hour-alternative fee arrangements.
Client teams are essential to understand the whole client.
Full service firms can create client teams which take a pro-active approach to understanding and working with the whole client, rather than staying focused on the entity related to a specific matter.
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See Carol’s article: Clients: It's That Simple, Strategies: The Journal of the Legal Marketing Association, February 2003
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For Example -
The best firms focus on and learn from their clients.
A firm, interested in doing more work for a large company with many subdivisions, set up client teams to research and understand each product segment/subdivision of the company. Each group was to identify all the key executives/decision-makers and influencers and find points of connection with them, learn about the interest groups and media of importance to the relevant industries and find ways to be visible in them, and review key governmental activities for areas where the firm could proactively approach the company. The result: greater visibility within the whole company, close ties with a group of decision-makers, new work related to issues the firm flagged for them.
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