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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

Birketts—trainee cohort

Birketts—trainee cohort

Firm welcomes new cohort of 29 trainee solicitors for 2025

Keoghs—four appointments

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Brabners—Ben Lamb

Brabners—Ben Lamb

Real estate team in Yorkshire welcomes new partner

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