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THE PROBLEM

"The pace of change has never been this fast, yet it will never be this slow again."

Justin Trudeau, World Economic Forum, Davos, 2018

The legal services market is facing more change than ever before. To keep up, never mind ahead, is a complex, often disruptive, and increasingly expensive business.
It is all too easy to fall into a vicious circle of stagnation and decline, arising from a lack of both client focus and commerciality.

Workers Wearing Helmets and Jackets

THE RETREAT TO SAFETY

Increasing client expectations, coupled with intense competition for work, leads to:

  • Unrealistically high workloads

  • Inconsistent supervision

  • Pressure on fees

  • Shorter time frames

  • Insecurity throughout the workforce

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Which all leads to a marked regression to old fashioned "safe" and inefficient working practices, thereby stifling innovation, creativity and any chance of consistently great client service

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Walking Down the Stairs

UNHAPPY CLIENTS

Consequently, client service levels dip to what was the norm in times gone by, leading to:

  • Advice needing to be clarified or deciphered by an already busy client.

  • Work needing to be re-done at no cost to the client

  • Further downward pressure on fees/recovery

  • Erosion of client loyalty


At best, the client will be unhappy. At worst, they will look elsewhere. As an added blow, they certainly won't recommend your firm to others

Storm Clouds

UNHAPPY PEOPLE

As client expectations are missed, your people will feel the brunt of the client's dissatisfaction.
They will inevitably become:

  • Disengaged

  • Difficult

  • Disruptive

  • Departed


They will take time and money to manage and/or replace, disrupting business continuity, thereby making it even harder to meet client expectations


And so the downward spiral starts again

The Problem: Services
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