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The legal market's paradox of choice

David Cliff considers service through the eyes of the customer

18 September 2015

‘O’ wad some Power the giftie gie us ?To see oursels as others see us! It wad frae monie a blunder free us, An’ foolish notion.’

Burns’s immortal quotation demonstrates how perceptions differ. So often in business the ‘message sent’ is not the ‘message received’. Modern communication requires us to take responsibility for the latter if we are to be effective.

So, what does this mean to a modern contemporary law practice? In the age of the ‘client as customer’, perhaps a different relational dynamic exists between legal practices and the clients they serve. Since before Burns’s time, the law has been regarded as a ‘status’ profession, one that society looks to in order to maintain both social stability and individual rights. Equally, however, for a great period of time, the law was the bastion of the rich and many more now access it.

Chris Grayling in his time at the Ministry o...

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