Most law firms spend significant money and resources on satisfaction programs, knowing that happy clients usually generate more work and higher revenue. But are firms only looking at one side of this two-sided equation? What about attorney satisfaction? If the people responsible for delivering a great client experience are dissatisfied with their work or firm, can they still exceed clients’ expectations and deliver superior service?
There are many national studies available highlighting the level of lawyer dissatisfaction. In fact, in 2013, CareerBliss, an online career company, surveyed 65,000 people and the No. 1 unhappiest job in the U.S. was an associate attorney. The reasons for this disengagement are varied—the encroachment of technology and alternative legal providers, an overall commoditization of the industry, and firm politics and policies, among others. “This isn’t what I signed up for” is a common refrain from many attorneys.
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