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December 05, 2005
Rule Three: Ensure Everyone Knows That The Client Is The Main Event
Rule Three: Ensure That Everyone In Your Firm Knows That The Client Is the Main Event.
Conveying what you are doing for clients above and beyond what other firms may offer, and how you will accomplish that, needs to be transmitted clearly to everyone in your firm: from the big picture--what does the law firm do, who are the clients, what do the clients do?--down to the smallest detail--in what city is the general counsel's office, who works with the GC on that project, does she like e-mails or phone calls for short-answer projects? One way to start this process with a new employee is by having her or him read a short, amusingly-written confidential "Practice Guide" (with almost no procedures or "rules") on the firm's overall goals, your firm's service vision, client descriptions and genuinely useful ways to work--before the first day of work. Everyone must know it's about clients.
Posted by JD Hull at December 5, 2005 10:39 PM