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Voice of the Client: Client Interviews: Lessons Learned

By John D. Tuerck

A meaningful client interview invariably produces valuable insights into the relationship between the client and its outside counsel, as well as opportunities to expand the scope of work. An interview provides opportunities for a firm to assess areas in which it can improve its service, as well as tactics to pursue additional work. Executed properly, an effective interview is an outstanding approach to strengthening a firm's relationship with a particular client.

Firms seeking to maximize the utility of client interviews, however, will aggregate the results of interviews and review them periodically ' say, at the end of a calendar year. By analyzing trends and recurring themes from interviews, firms learn bigger lessons about improving their overall client service. The lessons tend to fall into three categories: curing client myopia, deepening relationships, and demonstrating value.

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