X

Thank you for sharing!

Your article was successfully shared with the contacts you provided.

In-house legal departments– just like their law firm cousins– can benefit from focusing on customer service and actively ‘soliciting’ business from their in-house clients. It is always surprising to me, when I speak to my colleagues in the profession, the sheer number of in-house attorneys that don’t see themselves as “service providers” to their ‘customers’. For many attorneys it appears that the move from the law firm to the in-house role shifted their mindset away from focusing on delivering customer service. Some may even view the customer service concept as degrading to the legal function. They argue that they are integrated with the business operations, not merely providing ‘service’ to it. It is true that in-house attorneys are connected to the operations of the business in a way that outside firms rarely manage to achieve. However, legal counsel is by its nature a service-oriented activity regardless of how integrated it may be with the business. Fully embracing the mindset of service provider imposes an important shift towards better customer service. One easy way to help change the mindset is to refer to and always consider your in-house clients as your ‘customers.’

ALM Legal Publication Newsletters

Sign Up Today and Never Miss Another Story.

As part of your digital membership, you can sign up for an unlimited number of a wide range of complimentary newsletters. Visit your My Account page to make your selections. Get the timely legal news and critical analysis you cannot afford to miss. Tailored just for you. In your inbox. Every day.

Copyright © 2017 ALM Media Properties, LLC. All Rights Reserved.