Clients receive two broad types of service from law firms. They pay fees for legal services on specific matters and they expect to get the benefit of the firm’s know-how – knowledge of legal developments and how other clients have dealt with similar problems – as part of the relationship. Many clients believe that while they pay handsomely for the former, they get distinctly patchy service on the latter.
More and more clients are demanding tailored, commercially-relevant updates from their law firms and they want more flexible know-how advice and support. There is widespread anecdotal evidence that firms that make an effort in this area generate new fees.
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