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Client-centricity: members' thoughts

by LawNet | February 12, 2024

During 2023's Annual LawNet Conference, part of the day was devoted to short breakout sessions for various discussion groups. This is a great opportunity for our member delegates to dive deeper into a specific topic as well as enjoying some networking time.

Here are some of the observations from the groups focusing on client-centricity, keeping the client at the heart of every business decision to build long term value. Thanks to everyone who contributed to these discussions.

  • What does it mean to be client-centric?
  • Being client-centric involves prioritising the wants and needs of clients, focusing on creating a positive and efficient experience.
  • What do you need to assess or measure to determine how client-centric your firm is?
  • Key elements include effective communication, managing expectations, and understanding the type of client. The client experience that firms are looking to provide is characterised by positivity, efficiency, relationship-building, knowledge, comfort, approachability, and empathy.
  • Measuring the level of client-centricity involves tools like discussion groups, client managers for corporate clients, customer experience days for staff, use of client surveys and monitoring complaint numbers and root causes.
  • How can you enable your staff to deliver a client-centric approach?

    Enabling staff to deliver a client-centric approach requires effective communication and regular training so that, for example, staff are able to offer valuable information at the outset of a matter. Other factors, such as providing a good, positive working environment are also very helpful.
  • What are the obstacles to creating a client centric law firm?

    Obstacles to creating a client-centric law firm which were considered included challenges in working from home, workflow management, lack of collaboration and failure to consider the requirements of different work and client types. All staff should be encouraged to consider how they (and as a result the firm) come across to the client. 

A culture of continuous improvement helps to embed a client-centric approach, which is at the heart of LawNet's Excellence Mark program, designed to help measure and improve customer service in your firm.


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