Capturing the Voice of the Client
By
Charlie Miller is Deputy Managing Partner
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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