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”.