ABSTRACT
The vast majority, over two-thirds, left not because of mistakes, fee levels or legal error, but simply because of perceived indifference. If this statistic is true also of clients of law firms, it is a strong argument in favour of law firms becoming more managed in their understanding of and interest in their clients. It need not take much, perhaps only the occasional telephone call, but it needs to be done. Even if you do care but fail to show it, as far as the client is concerned, all he perceives is indifference. Clients perceive understanding and interest far more readily than technical legal skills and are often more concerned about it than fee levels. There are important lessons to be learned here from customers about client management. After all, who else can tell us better – they’re the experts!
