Capturing the Voice of the Client

By Charlie Miller and Ronna Cross, Patton Boggs

Charlie Miller is Deputy Managing Partner and Ronna Cross is Director of Business Development at Patton Boggs,  Patton Boggs is a law firm with 500 attorneys based in Washington, D.C. with six additional offices worldwide.  

Most thriving law firms today understand how important it is to:

  • Thoroughly understand your clients’ and potential clients’ businesses;
  • Identify existing and prospective clients’ problems, opportunities and changes; and
  • Create value-added solutions

At Patton Boggs, we collectively call these habits of thought and action, “capturing the voice of the client.”  Capturing the voice of the client has generated revenue for us far beyond everyone’s expectations.  But building that ability into our culture took some effort and habit-forming.

In this article, we draw on our experiences and analyze the “what, why, when and how” of capturing the voice of the client. And how you can start doing the same within your firm. What we found is that the “little things” make the big difference. 

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