Who’s in Charge of Client Satisfaction at the Firm?

Tom Kane on his Legal Marketing Blog brought up a very interesting metric regarding client satisfaction. “One might think every lawyer is responsible,” Kane writes, “or maybe the managing partner if it has to be brought down to a single individual.” His initial reaction was that it should be the former, but after reading the article “The Power of One” by Marcie Borgal in The Complete Lawyer, Kane’s viewpoint was completely changed—as is ours, after reading about this one statistic presented by Borgal. (Marcie Borgal is a senior strategic analyst with The BTI Consulting Group. Her article starts with this: “A research study recently conducted (by BTI) … revealed a startling fact. Having a single individual accountable for firm-wide client service boosts per attorney profits by up to 41.2%.”  Over 41 percent! That should be one metric that makes you want to read more here.