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<b><i>Voice of the Client:</i></b> Are Lawyers Listening and Leading?
A client-centric focus for a firm will never steer the firm wrong. A lawyer-centric focus may. Deference to the firm's lawyers who may be opposed to leadership or the business development chief about visiting “their clients” will hurt the overall firm and its chances of retaining and growing important clients. Whether or not to meet with clients on a regular basis will now significantly impact a firm's success. And this means all inactive important clients of the firm, not just the firm's current active clients.
To make the time to hear back from them about the upcoming goals and plans and any feedback about their relationship with the firm not only stimulates the relationship between the firm and the client; it also energizes those who speak with the clients to do more of these meetings. Enter the practice leaders and their new and evolving roles.
Practice leaders, department chairs and office heads all play an important role in the firm's leadership. To expand their roles slightly and add business development and client retention to their overall job responsibilities will provide new leadership opportunities for them and the potential for the firm to drive its client-centric culture.
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