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April 03, 2006

The 12 Rules Of Client Service.

Beginning November 19, 2005, I set out to write a rule-by-rule "12-step" program for lawyers, professionals and executives. The rules were derived from the "How To Practice Law" section of our firm's Practice Guide, written for associates and paralegals in 2000. Well, they are finally completed. The goal of the "What About Clients?" 12 rules is to align the interests of clients/customers and service providers to the fullest extent possible. The rules are not perfect, and can be improved. But this model works--if you work at it. If you follow these rules by building a disciplined culture at your shop where they are enforced and kept alive, your clients and firm both benefit as you go along. You'll see repeat business. You'll make money. Think of the rules as clientwork:

1. Represent only clients you like.

2. The client is the main event.

3. Make sure everyone in your firm knows the client is the main event.

4. Deliver legal work that changes the way clients think about lawyers.

5. Over-communicate: bombard, copy and confirm.

6. When you work, you are marketing.

7. Know the client.

8. Think like the client--help control costs.

9. Be there for clients--24/7.

10. Be accurate, thorough and timely--but not perfect.

11. Treat each co-worker like he or she is your best client.

12. Have fun.

J. Daniel Hull

Posted by JD Hull at April 3, 2006 10:44 AM


Nicely written. Your "12 Rules" serve as a good guideline for any service profession. Number 3 is particularly important so that your clients' experiences will always be consistent. Keep up the great work!

Posted by: Terry O'Hara at April 9, 2009 09:31 PM

Very practical rules that truly define client service. I agree that #3 is particularly important because, after all, our primary obligation is and always will be to serve the needs of our clients... Thank you for sharing and, in the future, when I "borrow" these I will make sure to give due attribution!

Posted by: Shawn E. Tuma at March 24, 2011 11:35 AM

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