What Clients Want from Law Firms
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What Clients Want from Law Firms

By Ian White
Globe Law and Business January 2025

Specifications

ISBN-13
9781837230617
Publisher
Globe Law and Business
Publication
January 2025
Format
Paperback , 150 pages
Jurisdiction
International ? Countri(es) for reference only

Details

Research shows that most lawyers think they know what their clients want – but their clients don’t always agree. How can lawyers and their firms truly understand the client perspective? How can they know what their clients are really asking for? What do lawyers need to know in order to get – and stay – hired?

What Clients Want from Law Firms combines the collective perspectives of clients in order to focus the lawyer’s mind on their end goal – providing a service that people want and will pay for. Exploring dynamic new approaches to the client–lawyer relationship, the contributors take on topics as broad as ESG, diversity, ethics, and AI, revealing what clients really want from law firms.

Written from the perspective of those who engage law firms in their business – and from sectors as diverse as banking, sport, and entertainment – this book explores the importance of client relationships, listening and understanding problems, and what clients really want from their trusted advisors. 

Table of Contents

Chapter 1: What do clients want? The top ten things external lawyers get wrong
by Ian White, consultant, executive coach, mediator, facilitator, and trainer
Chapter 2: Understanding your client’s business
by Adrienne Gubbay, senior commercial lawyer
Chapter 3: How do GCs and law firm lawyers differ? Finding common ground
by Terezka Zabka, general counsel, San Diego Padres
Chapter 4: How to stay front of mind – business development and relationship building
by Claire Rason, Client Talk
Chapter 5: What clients look for in panel selection – diversity and culture
by Joanna Day, commercial business leader
Chapter 6: Billing and fees – a transparent approach
by Joanna Day, commercial business leader
Chapter 7: Matter management – collaborative working
by Dr Heidi K. Gardner, distinguished fellow, Harvard Law School and CEO, Gardner & Co.
Chapter 8: Active listening – do you know what your clients are asking for?
by Claire Rason, Client Talk
Chapter 9: An empathy-driven approach to client listening
by Paul Roberts, founder, MyCustomerLens
Chapter 10: What personal care means
by Helen Hamilton Shaw, Member engagement and strategy development, LawNet
Chapter 11: Building lasting, positive relationships with clients
by Thomas Santram, senior vice president and general counsel, Cineplex
Chapter 12: Customer service in the digital age – using AI to foster a client-led approach
by Robert Dilworth, managing director and associate general counsel, Bank of America
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