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Free Publicity Materials

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Client Service for Law Firms


Practice management

In stock

10 March 2011

Law Society Publishing


234 x 156 mm
240 pages

Client Service for Law Firms

Heather Stewart


The legal profession is faced with an uncertain future with increasing levels of competition as firms strive to differentiate themselves. The key to future success is to optimise the client service your firm offers.

There is far more to client service than sending a client care letter. Firms need to become truly client focused. Creating a client-centred culture that permeates the entire firm enables close alignment to clients' needs, helping you to establish a differentiated position in your market. This informative and practical book:

  • places client service at the forefront of marketing and practice development strategy
  • promotes the need to understand client needs and to design services that meet them and deliver profitability
  • looks at what creates value for clients in different types of client relationship
  • considers how to use financial information to inform a pricing strategy
  • takes account of the impact of the Legal Services Act 2007
  • analyses client related risk management and rules 2 and 5 of the Solicitors' Code of Conduct 2007 including complaints management
  • draws on the guidance in the Law Society practice notes on client service related issues and outlines how Lexcel, the Law Society's practice management standard, can act as a catalyst for change towards a client focused management.

User-friendly features such as checklists, diagrams, chapter summaries and highlighted management implications make this a particularly clear guide to delivering consistent client service.


1. Introduction;
2. Marketing, branding and client service;
3. Achieving a client oriented culture;
4. Getting the most from your people;
5. Getting your product to market;
6. Relationships, expectations and value;
7. Delivering value to clients;
8. Value and pricing;
9. Managing finance;
10. Managing billing;
11. Risk management;
12. Your clients' perspective: what clients think of your service;
13. Managing complaints.

About the Author

Dr Heather Stewart MBA is a solicitor and management consultant undertaking project work for firms and training on a wide range of practice management issues including the Solicitors' Code of Conduct 2007 and complaints management. Heather is author of Excellent Client Service (Law Society, 2003, now out of print), and has written numerous articles in publications including Managing for Success and Solicitors Journal. She is a member of the Law Consultancy Network.