How to provide the ultimate client experience

Law firms must rely on those who “touch” clients the most to deliver on the promise

It's becoming increasingly difficult for one law firm to differentiate itself from another firm. Yet, if we take a look at those great brands who excel at customer/client experience, including Four Seasons, Disney and Ritz-Carlton, to name a few, we see that it takes an entire team at all levels to deliver on that promise. For a law firm, it means relying on those who “touch” clients the most to deliver on the promise, and the rest is icing on the proverbial cake.

Clients will tell us that they often begin to assess outstanding service during the business development process. One GC from a large pharmaceutical company stated, “If they show me they can deliver on time and are responsive throughout the sales process, I can usually get a good feel for what they will be like to work with.”

Silvia Coulter

Silvia Coulter is a principal consultant with LawVision Group LLC. Reach her at

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