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Hole in the wall: Understanding what clients want and value

A clear grasp of client expectations is key to determining value and to pricing your services, while also helping package conversations about fees as positive messages, says Nigel Haddon

27 February 2019

Once there was a world without computers, tablets and smartphones. The problem nowadays isn’t accessing information about what buyers of law firms’ services want, it’s filtering what’s out there and sensibly interpreting it.

An internet search a moment ago of ‘What do clients want from lawyers?’ produced 61,900,000 results in 0.25 seconds. Page one of those results included both, for me, the expected and the unexpected, with links to pieces in or by LexisNexis, Lawyers Weekly and Law Firm Ambition very much in the former category, alongside academic treatises and articles in niche publications such as Biomass magazine.

I might have expected to see the Competition and Markets Authority on there, US-based consultancy Altman Weill, maybe the Legal Services Consumer Panel or the Property Academy. None of them made the first ten pages.

A word of caution then in interpreting what you’ll find out there. The Legal Services Consumer...

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