Walker Clark
Worldview Archives
Is it laziness or fear...
An article in today's on-line edition of Australasian Lawyer, reports a shocking statistic for an industry sector that claims that its highest value is service to the client.
A study to be released next week report that 60% of law firms do not ask for client feedback regularly. No wonder that the legal profession has a customer satisfaction score that is lower than other major professional and business services sectors.
Understanding How We Work
The British firm Addleshaw Goddard is taking a closer look at its internal work processes to make them less expensive and more efficient for clients. Under the direction of the firm's head of client delivery, Andrew Chamberlain, the people in Addleshaws have mapped the internal processes by which it delivers legal services in 46 service lines.
Their probing analysis of how the work gets done in a law firm is essential to achieving any serious improvements in client service and satisfaction. It is an essential element of a comprehensive approach to quality that is long overdue in the legal profession.
