ABSTRACT
A law firm like any other business will only continue to survive for as long as it continues to supply its customers with the benefits they want, need and value. A quality product or service which conforms to standard specifications and works, and which meets or exceeds the expectations of the customer and at a competitive price are the basic ingredients for this. Zero legal defects, delivery on time, at the agreed charge and with a level of service which satisfies the client and which is viewed by the client as being ‘worth it’ is what is in issue.
