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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