This firm’s extensive non-lawyer led client listening programme revealed client business needs that extended beyond legal advice. As a result, the firm worked collaboratively with clients to provide tailored solutions. Projects included: team development, coaching and mentoring, peer networks, internships, using feedback to enhance working practices, panel management and ESG initiatives spanning diversity and social mobility.
These innovative projects had a real impact on the clients involved and added significant value to the client experience. The firm is now looking at how they can be replicated at other clients within a Client Forum. The firm has since set up a Client Excellence team to continue to consider all client interactions. The initiative was also strategically aligned with the firm’s aim to provide “more than the law”.
Quote from the live interview - full video below
“Our relationship managers, who are not lawyers, have a client-facing role. Our client excellence team helps everyone at the firm contribute to the client experience. We also have a listening programme for our CEO and Chair to meet with their peers at clients.”
Head of Client Excellence