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Voice of the Client: Connecting with Law Firm Clients

By Silvia L. Coulter

Most lawyers know a lot about their clients and when you ask the clients, many of them will agree that their outside counsel understand them ' but that there is room for improvement. There is often a gap between in house and outside counsel, and closing that gap can be easier than one may think. If the firm believes its client relationship lawyer(s) are in control and handling the relationship for the best results, think again. This perception may be wrong or right ' so to insure retention and growth of these key client relationships, mind the gaps. Here are several that are mentioned often:

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