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Voice of the Client: Hearing the Client Through the Noise
Lawyers and law firms are exhorted constantly to listen to the voice of the client! They are told this by the economic engineers who drive the legal profession — General Counsel — on panels, in media interviews and through legal industry surveys. Business development is easy — just listen up, lawyers!
And firms work tirelessly to heed this advice, investing in surveys, and client feedback programs and speaking opportunities and blogs and alumni programs and CLEs. Once information is obtained, law firms and lawyers invest even more to respond to these perceived client needs — creating greater efficiency with artificial intelligence, alternative fee arrangements, innovation, and so on.
At the end of the day, a lot of noise is created in the effort to hear the voice of the client. We propose that while these efficiencies and innovations in law are valuable, the clients keep asking for something different: a lawyer who deeply understands their business and their specific issue — at the time they need it. When push comes to shove — your clients want an expert in a focused, unique and specific problem that may be industry specific.
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