Lawyers & law firms need to adapt to meet the needs of a more demanding client base, says Tony Williams
Law firms have had to anticipate and respond to the needs of their clients in order to stay in business.
This is as true in the high street as in the major city firms. It is even more the case today when, for the first time in a generation, we face an oversupply of lawyers.
This change is going to force law firms to understand how they are perceived by their clients, why their clients choose to use them and what causes a client to move to another law firm.
At a retail level, we live in a consumer society. We are used to being able to shop around, to compare products, have clear pricing and recourse to effective customer service teams to deal with any problems that arise. The interests of the consumer are key to the Legal Services Act, which is built on the principle of putting the consumer first.
