Recently, there has been a major movement to improve client services and client satisfaction within the legal profession. This paper discusses the need for law firms to take a more client-centered approach to ensure client satisfaction and loyalty and to remain competitive. First, this paper examines research on client satisfaction shortfalls in law firms. Next, it discusses general client service principles learned from other industries, and then discusses how to tailor those client service models for law firms. Finally, this paper provides practical pointers for improving communication with clients. It also includes the following precedents: client reporting letter; client interview sheet; and retainer agreement.

This paper is part of a collection presented at LESA’s Client Relationship Essentials seminar in Edmonton on April 18, 2017.

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