“If you can improve your processes to help one client, you will improve the experiences of all your clients” – Jack Newton, author of the book “The Client-Centred Law Firm”
Statistics show that 40% of clients feel frustration when they hire a lawyer, but only 8% of law firms believe this to be the case. Fundamentally, this means there is a need for awareness before process improvements can be recommended.
The picture on the right-hand side is clearly articulating how to achieve the sweet spot for the operations by shifting the focus to being Client-Centric”
The experience we leave customers with determines whether we will have repeat business opportunities and therefore more profits for the firm.