Clients have 2 big sources of insomnia. Law firms only cause 1.

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Top legal officers are questioning themselves and their strategies. Something they don’t often do. And it’s keeping them up at night. The decision makers are unnerved by their law firms’ behavior—as they are now relying on their outside counsel more than ever before.

Almost 30% of corporate counsel are unnerved because of the following experiences with their primary law firms:

  • Partner turnover—lateral movement is making clients less confident in their firm’s ability to deliver without gaps and turnover. Clients are also concerned about the loss of institutional memory and the additional labor and elapsed time required to bring a new partner up to speed.
     
  • Partner retirements—clients know when key partners at their primary law firms are nearing retirement—but clients believe their firms just passively react to the departures and let things take their course. These clients believe there is no formal plan or thought as to how their matters will be managed going forward. This has the same negative impact as partner turnover.
     
  • Loss of associates—just as clients are getting to know associates working on their cases, these associates seem to disappear. Clients are fully aware of the high associate turnover rate—but believe their firms will be figuring out how to retain their best associates—which, of course, is any associate your client really likes.
     
  • No support—clients are discovering their law firms just want to do the work. These firms have no apparent interest in helping their client think through new issues, initiate and carry on conversations to help clients sort out their thoughts, and engage at a level beyond the scope of work. Clients believe this type of dialogue is not only helpful but also crucial to understanding client goals and sensitivities.
     
  • No team—many attorneys are doing the work, and clients don’t see 1 single attorney as being in charge or accountable. Clients perceive the finger pointing among partners when things don’t go according to plan as evasiveness.
     
  • Inconsistency—clients experience superstars, mediocrity, and embarrassments all from the same firm. These corporate counsel openly worry the performance will sink to the lowest level delivered.

Virtually each of these behaviors is fixable and unintended—but are on their way to ruining a client relationship just as clients have cut their law firm rosters to the smallest number ever and are ramping up spending with the firms who remain.

The 2nd biggest source of GC insomnia is making sure the work gets done. And done right. Clients are not convinced their law firms will deliver. GCs have stopped adding to staff and are experiencing attrition within their ranks. The search for the right formula prevents 13% from sleeping soundly.

General Counsel report litigation, increased transaction activity, data privacy, compliance, and cost control round out the sources of insomnia—but pale in comparison to the 2 above.

Every law firm and every partner can help clients sleep better. Be the partner who always delivers, never leaves a seed of doubt, and is proud to be accountable—even when things go wrong. Offer secondments and thoughts on how clients can prioritize their workload. Maybe even suggest a few strategies where you can help get things done. You can only be this partner if you are talking to your client. And, these ongoing conversations will help you, and your client, get the best sleep of all while others toss and turn.

MBR

(Based on BTI research conducted on a rolling basis between March 2017 and February 2018. BTI conducted more than 350 independent, individual interviews with CLOs and General Counsel at companies with $1 billion in revenue or more, each of whom responded.)