ABSTRACT

The client management technique of the client transfer ensures that the person in the firm with the best and most appropriate legal expertise for the case is used whilst the person with the best relationship with the client maintains the service continuity. This technique will also help to avoid or reduce the problem of ‘client hogging’ where the client partner will attempt to do all types of legal work for his key clients rather than transfer them elsewhere in the firm. Client hogging preserves continuity of service but at the risk of product quality, whereas the client transfer preserves service continuity as well as promoting product quality, both of which improve client satisfaction and overall client profitability.