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Competitive Intelligence: Assumptions and CI Don't Mix

By Patricia Ellard
November 01, 2019

Over the last few months I've been working with a group of lawyers with whom I don't regularly work. It's been a great experience for them and for me. I'm getting to know them and their practices better. They are getting to know me and how competitive intelligence can help them reach their business goals. However, it's also made me take a step back and take stock of my interactions. Too easily I fall into a routine of taking and answering requests, taking and answering requests. Talking to these lawyers who don't really know me, working with them, listening to their needs, and helping them to understand the resources available has reminded me to step out of the routine and into the moment. We read every day in the legal literature that lawyers need to differentiate themselves in the eyes of their clients. We, as CI professionals, must also heed that advice.

This doesn't mean that we do not deliver a great or unique service or are not committed to our clients. I do feel committed and I do probe to get to the root of a question in order to provide the most relevant response, but I have been reminded that sometimes I assume my clients know what I can do for them and what they should ask for.

You all have heard the old adage about what happens when you assume. I still laugh when I think of my elementary teacher saying it, but it's something that's stuck with me all of these years. It's such a basic idea, and applies in so many situations. Here are just a few of which I've been reminded:

Don't Assume Your Clients Are Aware of All The Resources They Have on Hand

REASON 1: I was talking to a lawyer who is fairly new to my firm and who came from a government position. She is working with a client who is sending her articles about issues involving their case. It was only through a casual conversation where I was introducing myself to her and asking about her clients that the issue of alerting came up. We set up several alerts, and immediately they helped her learn something important about a development in the case. I assumed she was aware that we could set alerts for her.

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