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Editor's letter: Delivering a client-focused service

A true client focus involves actively managing client expectations, says Manju Manglani

25 October 2013


Many top-100 law firms say that they are client focused, yet corporate counsel ?are increasingly grumbling about the quality of service that they receive. ?Complaints range from low levels of innovation to poor value in billing to ?a lack of clear direction in the legal advice provided.

With most general counsel under pressure to squeeze more out of their advisers than ever before while paying substantially less, their expectations of law firms can be somewhat unreasonable on occasion. But they also know that they can now expect and demand that which was previously considered impossible.

How far law firm partners ensure that their teams deliver on the promises they made to ?clients when bringing in new business varies. Supervision can be poor, plans are not always followed through upon and work often runs over budget. However, the biggest (and yet simplest) way of managing client expectations is often overlooked: communication.

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