Law Firms To Be Client-Focused Not Client Compelled?

Authored by Joel Barolsky* There are thousands of well-meaning articles stressing the importance of being client-focused. This usually means meeting or exceeding clients’ expectations, being responsive, reliable, and accessible.  So, what happens if a client asks for a discount? If your firm has client-focus as a strategic objective, surely the correct answer must be to say, “yes”. A lower fee is the client’s stated expectation. To be consistent with your objective, you must meet or exceed their request.  My answer is, “no”!  Just giving in on price is being client-compelled. Client focus is not about acquiescing to the client’s every […]