Aon | Professional Services Practice
Challenges Come in Cycles for Law Firm Leaders but Quality Client Service is Constant
Release Date: September 2023 As a law firm leader, you face many challenges every day. Challenges come in cycles, and most firms face the same challenges and the same obstacles during that cycle.
The current cycle of challenges includes:
- getting your workforce back to the office
- merging your diversity, equity and inclusion goals into your succession planning
- post-Covid staff training
- maintaining competitive billing rates while not outpricing the market
- cyber security
- the introduction of AI into the workplace
- long-term lease obligations for under-utilized office space
- ...welcome to the new cycle!
Not mentioned are challenges that remain steadfast and are not cyclical, such as managing expectations of everyone at the firm while maintaining firm culture; training the newest generation of attorneys; transitioning retiring leadership; and addressing important mental health and well-being concerns.
Above all else, what have I not mentioned...THE CLIENT.
The timely delivery of quality legal services at an affordable rate is, always has been, and always will be a law firm’s timeless challenge. It will always be about the client. Show respect for your clients, communicate with your clients and understand your clients’ goals and their needs. Do not take your clients for granted. Do not take your bills for granted and do not take their payment for granted.
Miscommunication can happen. Mistakes can happen. Do not bill for unnecessary or misdirected legal work. Be quick to recognize those times before your clients do. Do not judge when a client asks what an engagement may cost; in fact, consider providing estimated budgets even to clients who do not ask for them up front. Educate your clients about your representation of them and their legal interests and, in turn, take that extra step to seek and listen to the client’s feedback about your relationship and representation. It will create a bond. The bond of a trusted advisor.
Your clients will always set your law firm apart.
Contact
The Professional Services Practice at Aon values your feedback. If you would like to discuss any of the topics raised in this article, please contact George J Wolf, Jr.
George J Wolf, Jr
Managing Director
New York
