Depth research we've conducted with more than three hundred commercial and corporate clients of Australian and NZ law firms delivers clear messages about what quality means to them.
For all that law firms may talk about quality, and even seek formal ISO quality accreditation, it's the client or end-user definition of quality which really matters.
Our research findings reveal that this is how clients judge the quality of legal services:
- understanding client priorities, what is important to them, and the role they want their lawyer to take - doing what the client needs you to do, and what they have agreed you will do
- demonstrating that you understand the client's business and industry segment
- looking hard at the cost-effectiveness of the legal services you provide: good quality work at a reasonable prices - a final bill which more than justifies itself in the client's business
- keeping clients informed of progress
- offering appropriate value-added services
- right advice, tailored to the client's business needs
- showing trust and mutual respect
- taking steps to measure and assess client satisfaction by seeking informal feedback, interviewing, surveying, and other means.
Demonstrate a clear understanding that the client is the final arbiter of quality: the client's measure of work value is what matters. Recognise client satisfaction as paramount.
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