Table of Contents

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Back to Basics: Client Service Mission Critical
About The BTI Client Service A-Team: The Survey of Law Firm Client Service Performance
BTI's Methodology and Approach

17 Activities Driving Client Relationships

Client-Driven, Client-Defined Activities
Definitions of the 17 Activities

Relationship Bliss Activities: The Best Law Firms

Relationship Bliss: The 4 Most Strategic Activities
Provides Value for the Dollar: You Win on Value. You Lose on Price.
Understands the Client’s Business: Clients Love to Be Understood
Client Focus: Solutions Tailored to Each Client
Commitment to Help: Be Committed, Not Helpful

Price of Admission Activities: The Best Law Firms

Price of Admission: Gets You in the Door
Legal Skills: Talk about the Client, Not Yourself
Quality Products: Clients—Not Standards—Define Quality
Meets Core Scope: Manage Scope to Manage the Relationship
Keeps Clients Informed: No News Is Bad News
Deals with Unexpected Changes: Adaptation, Not Preparation
Handles Problems: Your Problem Is Your Problem

Relationship Builder Activities: The Best Law Firms

Relationship Builders: Build the Case for Superior Service
Breadth of Services: Jack of All Trades, Master of All
Helps Advise on Business Issues: Be the Mentor, Not the Vendor
Regional Reputation: Regional Reputation a Proxy for Knowledge
Unprompted Communication: Avoid Information Age Rage
Brings Together National Resources: It’s Not the Size, but How You Use It

Business Magnet Activities: The Best Law Firms

The Business Magnets: Magnets for New Clients
Anticipates the Client’s Needs: Operate in Scan Mode
Innovative Approach: Don’t Change Everything, but Change Something

Which Law Firm Is Most Arrogant

The BTI Client Service 30

BTI Client Service Standouts

The BTI Client Service 30: Profiles

  1. Skadden, Arps, Slate, Meagher & Flom
  2. Jones Day
  3. Hogan Lovells
  4. Kirkland & Ellis
  5. Morgan Lewis
  6. McGuireWoods
  7. Sidley Austin
  8. Alston & Bird
  9. BakerHostetler
  10. K&L Gates
  11. Dentons
  12. Latham & Watkins
  13. Mayer Brown
  14. Ropes & Gray
  15. Thompson Hine
  16. Holland & Hart
  17. Sutherland
  18. Bryan Cave
  19. Baker Botts
  20. Ogletree, Deakins, Nash, Smoak & Stewart
  21. Davis Polk & Wardwell
  22. Reed Smith
  23. Akin Gump Strauss Hauer & Feld
  24. Littler Mendelson
  25. Orrick, Herrington & Sutcliffe
  26. Holland & Knight
  27. Sullivan & Cromwell
  28. Scopelitis, Garvin, Light, Hanson & Feary
  29. Weil, Gotshal & Manges
  30. Arnold & Porter

Performance Across the 17 Activities Driving Superior Client Relationships

Client Service Performance of the Am Law 200

Index of Law Firms

About BTI

Research Methodology and Approach
Who We Are
Key Services to Help Our Clients
BTI Research and Publications
Contact Us


Click Here to download your complimentary executive summary

Click Here to download your complimentary executive summary