more on remedying client dissatisfaction with lawyers
In the beginning of March, I (and others) posted on the sharp rise in client dissatisfaction demonstrated by the latest BTI Consulting Group poll of corporate counsel.
In the wake of this cyber commentary on its survey findings, BTI (via Senior Strategic Analyst Marcie L. Borgal) now offers its take on the matter in an article for The Law Marketing Portal titled The Declining Client Satisfaction Antidote.
Looking to the root cause of the malady at issue, Borgal identifies “three critical law firm behaviors that underlie falling client satisfaction.” They are:
(1) Not keeping up with changing client needs
(2) Doing a poor job of articulating and delivering value
(3) Poor communication between law firms and clients
Proffering potential cures for these ills, Borgal states that we can “ensure alignment” between law firm services and clients needs by: engaging clients in an ongoing dialogue; honing our understanding of the client’s business; and tailoring our “offerings to better meet the needs and demands of clients.” She also suggests that we need to do a better job of demonstrating and communicating “the value delivered to clients before, during and after every engagement.”
Highlighting the importance of boosting our communication skills, Borgal closes with the apt observation that “lack of communication serves to deepen the chasm between what clients want and what law firms deliver.”
