Taking the blinkers off
Firms often lose key clients because influential partners are too scared to ask them what they think of them, argues Kevin Walker
It was reported recently that a major law firm had been dropped by a Ftse 100 client primarily due to a lack of satisfaction with both relationship management and price. This is probably particularly galling to the firm concerned, as other press reports would suggest that this client will require extensive legal services over the next few months. Unfortunately for many firms this is not an isolated instance.
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