No A plus's, but lots of new business

Two years ago, Akin Gump had no client service teams. Now, according to Client Services Advisor Iris Jones, they have 50 official client service teams “to serve and strengthen relationships with every key firm client through team work, service, and responsiveness.”

The process revolves around 90 minute meetings in which clients are questioned about what has been good, and bad, about the relationship.  They are also asked about what they like and dislike in other law firms.  They are given the questions in advance, so that there are no surprises.  Given time to prepare, clients have been extremely candid.

At first, some attorneys resisted the process because they felt that their client relationships could not be improved, and they did not want to rock the boat.  But “so far, no one has said you get an A plus, and there’s nothing you can improve.”  Clients are thrilled to have these teams listen to their concerns and answer their questions.

Akin Gump has already seen substantial increases in business by assuring satisfaction, and making clients aware of the firm’s expertise in other areas.  In one case, a client “was on deathwatch,” and the client service team showed up the day before they were about to move to a different firm.  They saved the relationship, and the business.

The focus is not on revenue, it’s on meeting client goals. “This is a people business, it’s all about relationships and connectedness. And “when you meet client goals, the revenue will come.”