By Beverly Landais, CEO, Devereux Chambers

 

Everyone talks about being client focused these days. But what is genuine client focus? Many client-focused initiatives appear to be driven by fear. Fear of being outshone by the competition. Fear that clients will vote with their feet if their needs are not satisfied. Fear of not winning that pitch due to some deficiency in team, product or service.

Will this mindset create genuine client focus? I think not. Rather, the concept of client focus can depreciate in value and become regarded almost as a weapon to be deployed in the battle of staying in business. Worse, it can degenerate into a kind of clever trick to be played on clients.

Let’s face it: when client focus is defined in terms ...

Jean-Yves Gilg
Editor
Solicitors Journal

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