The 17 Activities Driving Superior Client Service

More than 17,000 in-depth interviews with C-level executives revealed 17 specific and unique activities driving superior client service and more enduring client relationships.

The most successful law firms today are those delivering the absolute best client service on a consistent basis by excelling in these 17 activities:

17 Activities Column Graph_BTI.png
  • Achieve Relationship Bliss with the 4 activities correlated to higher growth and higher profitability. LEARN EXACTLY HOW to differentiate your firm around:

    • Commitment to Help

    • Client Focus

    • Understanding the Client’s Business

    • Providing Value for the Dollar

Clients see these 4 activities as scarce, delivering the absolute most value and driving hiring decisions on a continuing basis.

  • The 6 Price of Admission activities are the minimum requirements clients set for entering into a relationship. Clients are convinced these activities are widely available from a wide group of competitors. While important, these activities fail to engender enthusiasm or generate more work. Yet this is where most people, companies, and firms focus their client-facing resources.

  • 4 activities are Relationship Builders—proven to highly differentiate law firms from one another—driving longer-lasting client relationships.

  • 3 activities stand out as Business Magnets—attracting organizations with the highest levels of legal spending. New: Clients reset their definition of client service in 2019 and now consider Deals with Complexity a core attribute.