Creating a client-centered law practice is a favorite topic of mine. So I was very pleased to be interviewed for the cover story of the November, 2015 Illinois Bar Journal -Creating a Client-Centered Practice. Technology-fueled advances have really changed consumer attitudes about what is good service. The column discusses how eye-opening it is when a lawyer has to become a client, including one story of a lawyer who hired, and then fired, a lawyer he thought was a great lawyer because the lawyer refused to use email and did not respond to inquiries within a reasonable time. This feature contains much good information.
Historically lawyers set up law offices in a manner to maximize the lawyers' ability to get the tough legal work accomplished. But today client engagement is equally important. People do not want to wait weeks to get an update on how their legal work is proceeding.
The magazine also contained a "Biz and Tek" feature that will be interesting to many titled Top Tens for Client Satisfaction.
Lawyers respect and appreciate their clients. But it is often a challenge to get back with a status report today when that court filing you are finalizing must be filed today. Set up your systems and use delegation when needed so you do not have to make that choice often.