In Search of Perfect Client Service

Can I introduce you to my partner (pssst--what's your name?)?

Visiting recently with a former colleague, I was reminded of a scenario that plays out all too frequently in multi-office firms.  Relationship lawyers, faced with pressure from above to “cross sell,” try to introduce their clients to partners in the firm’s new office in (pick a city) or the latest lateral hire in (pick a city).  In most cases, and as was the case in the story being told, the referring partner had no relationship with his new partner and no understanding of how good a lawyer the new partner was.  I wonder how the client felt in these circumstances.  Perhaps she felt the way people do when confronted the notorious used car salesman— “buy this car.  I don’t anything about who drove it or how it was driven, but its a great car.”   Then the tires fall off on the way home.  Makes me wonder whether cross-selling a new office, new partner or new practice group is ever good for the client and whether any success stories are only a matter of chance.

"What about Clients" Added To List Of My Favorite Blawgs

Dan Hull launched his blawg this past August.  While I don’t always agree with Dan, most of his posts are provocative—they make me (at least) think, and that’s a good thing.  Belatedly, I have gotten around to updating my blawg (trials really get in the way of blawging!) and have added Dan’s blawg What About Clients to my list of blawgs I read regularly.