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Raising standards: Introducing a client service charter

What is a reasonable response time? Kim Carr explores the challenges ?of introducing a firmwide client service charter

29 October 2013

 

Key takeaway points

  1. Truly put the client at the heart of all you do if you want to ensure differentiation – lip service will not help you to face up to the slick techniques of new competitors

  2. Recognise that management doesn’t know everything and involve staff from every level

  3. Don’t underestimate the cultural shift ?that’s needed to create customer-?focused lawyers

  4. Don’t reinvent the wheel – look for tools designed by others to take you forward and bring consensus

  5. Listen to customer feedback, measure what you’re doing and use that to drive future improvements

 

We decided two years ago ?that client service was to be ?the core of differentiating ourselves as an independent law firm if ?we were to square up aga...

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