Overview
Research shows that most lawyers think they know what their clients want – but their clients don’t always agree. How can lawyers and their firms truly understand the client perspective? How can they know what their clients are really asking for? What do lawyers need to know in order to get – and stay – hired? What Clients Want from Law Firms combines the collective perspectives of clients in order to focus the lawyer’s mind on their end goal – providing a service that people want and will pay for. Exploring dynamic new approaches to the client–lawyer relationship, the contributors take on topics as broad as ESG, diversity, ethics, and AI, revealing what clients really want from law firms. Written from the perspective of those who engage law firms in their business – and from sectors as diverse as banking, sport, and entertainment – this book explores the importance of client relationships, listening and understanding problems, and what clients really want from their trusted advisors.
Full Product Details
Author: Ian White , Adrienne Gubbay , Terezka Zabka , Claire Rason
Publisher: Globe Law and Business Ltd
Imprint: Globe Law and Business Ltd
ISBN: 9781837230617
ISBN 10: 1837230617
Pages: 150
Publication Date: 30 November 2024
Audience:
Professional and scholarly
,
Professional & Vocational
Format: Paperback
Publisher's Status: Forthcoming
Availability: Not yet available 
This item is yet to be released. You can pre-order this item and we will dispatch it to you upon its release.
Table of Contents
Chapter 1: What do clients want? The top ten things external lawyers get wrong By Ian White, consultant, executive coach, mediator, facilitator, and trainer Chapter 2: Understanding your client’s business By Adrienne Gubbay, senior commercial lawyer Chapter 3: How do GCs and law firm lawyers differ? Finding common ground By Terezka Zabka, general counsel, San Diego Padres Chapter 4: How to stay front of mind – business development and relationship building By Claire Rason, Client Talk Chapter 5: What clients look for in panel selection – diversity and culture By Joanna Day, commercial business leader Chapter 6: Billing and fees – a transparent approach By Joanna Day, commercial business leader Chapter 7: Matter management – collaborative working By Dr Heidi K. Gardner, distinguished fellow, Harvard Law School and CEO, Gardner & Co. Chapter 8: Active listening – do you know what your clients are asking for? By Claire Rason, Client Talk Chapter 9: An empathy-driven approach to client listening By Paul Roberts, founder, MyCustomerLens Chapter 10: What personal care means By Helen Hamilton Shaw, Member engagement and strategy development, LawNet Chapter 11: Building lasting, positive relationships with clients By Thomas Santram, senior vice president and general counsel, Cineplex Chapter 12: Customer service in the digital age – using AI to foster a client-led approach By Robert Dilworth, managing director and associate general counsel, Bank of America
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