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Service With A Smile: Cutting Client Services Means Cutting Profits

By Michael Stankus

Faced with the most difficult economic conditions in years, many law firms are looking for ways to maintain a competitive edge ' without negatively impacting cost structures. Investing in client service is a strategy that reaps both long- and short-term benefits.

Historically, firms in other industries target client service as an area ripe for cuts in poor economic times. Front line support personnel such as administrators and client service reps are treated as “nice to haves” and are usually the first to go. Client service training initiatives are either scaled back or eliminated entirely. While these cuts may initially impact the bottom line, they eventually chase customers away.

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