Client relationships took their place in the limelight at the World Masters of Law Firm Management conference last month in Australia. Exceptional client relationships endure and are truly based on trust, and independence is crucial to that trust. By knowing which clients one wants to build a relationship with, one will be able to be proactive and ahead of the client's agenda, 'adding value' for the client.
Lawyers should be honest, deliver a little bit extra and 'sweat the little things' - personal touches to relationships let the client know that the relationship is important. Client care visits to your top clients are also important as they allow one to determine what their unmet and latent needs were.
Article on Lawyers Weekly