COMMITMENTS MADE; COMMITMENTS FORGOTTEN
By Allan Colman, Managing Director, the Closers Group: www.closersgroup.com
In-house counsel often complain to each other about what they are not getting from their law firms as promised during the proposal and romancing phase. And although outside counsel may be providing services "as usual", and don't challenge themselves to review their promises to new clients, the insiders should hold their feet to the fire. What commitments did the law firm make to you and what do you need to do to remind them that they are not delivering? Are you finding that the proposed rate structure is somehow blending into higher monthly billings? When was the last time you mentioned it? If you thought you were hiring a winner, and are seeing a dutiful brief filer, is it too late to make a change? And was one of your selection criteria the need for a broad spectrum of potential legal services, only to find the firm can't deliver due to over capacity and under staffing?
If in-house counsel should be task masters insisting on receiving what they were promised, then outside counsel should be asking themselves these same questions to insure they are delivering. Don't forget the commitments made.
We will continue with this theme of client expectations and the disconnect that often occurs.