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Client care

04 December 2008 / Chris Parr
Issue: 7348 / Categories: Features , Profession
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Should keeping clients happy be a  law firm’s highest priority? Without a  doubt, says Chris Parr

How much of a law firm’s activity  is actually dedicated to, or  orientated primarily around, its  clients?

If partners are honest about the  answer to that question, they may find  that they are in the 40–50% range.  Consider that. Essentially, all of a firm’s  income comes from its clients; so why  would a firm not have those clients in  mind in everything it does?

The CEO of one organisation for  which I used to work (not a law firm)  once made a statement: “Do not hold  any meeting unless the primary purpose of that meeting is to add value to a  client or to the clients in general.” Th e  organisation met this with incredulity.  What about all the “administration”  meetings that are required in the life  of a company? What about budget  meetings and meetings to discuss HR  and location issues? There seem to be  many reasons to meet which do not  relate to the clients of the

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MOVERS & SHAKERS

DWF—19 appointments

DWF—19 appointments

Belfast team bolstered by three senior hires and 16 further appointments

Cadwalader—Andro Atlaga

Cadwalader—Andro Atlaga

Firm strengthens leveraged finance team with London partner hire

Knights—Ella Dodgson & Rebecca Laffan

Knights—Ella Dodgson & Rebecca Laffan

Double hire marks launch of family team in Leeds

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Charles Pigott of Mills & Reeve reports on Haynes v Thomson, the first judicial application of the Supreme Court’s For Women Scotland ruling in a discrimination claim, in this week's NLJ
Charlie Mercer and Astrid Gillam of Stewarts crunch the numbers on civil fraud claims in the English courts, in this week's NLJ. New data shows civil fraud claims rising steadily since 2014, with the King’s Bench Division overtaking the Commercial Court as the forum of choice for lower-value disputes
The Supreme Court issued a landmark judgment in July that overturned the convictions of Tom Hayes and Carlo Palombo, once poster boys of the Libor and Euribor scandal. In NLJ this week, Neil Swift of Peters & Peters considers what the ruling means for financial law enforcement
Small law firms want to embrace technology but feel lost in a maze of jargon, costs and compliance fears, writes Aisling O’Connell of the Solicitors Regulation Authority in this week's NLJ
Artificial intelligence may be revolutionising the law, but its misuse could wreck cases and careers, warns Clare Arthurs of Penningtons Manches Cooper in this week's NLJ
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