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Client Services Bulletin December 1997
Bulletin Number: 97-002 Date: December 1997 Subject: Periodic News

1. HOLIDAY WISHES

We would like to wish everyone a Merry Christmas and a Happy New Year. Thank you for working with us during the past year.

2. CLIENT SATISFACTION SURVEYS

Every year this time we revisit this issue and suggest that law firms consider formulating client survey programs. Client feedback is one of the most important aspects of professional service marketing. Failure to begin thinking from the client's perspective often results in missed opportunities and lost revenues. See our insert this month on details concerning year-end client satisfaction surveys.

3. THE NEW WORLD OF WORK

  • Welcome to the new world of work and Workforce 2000.
  • New Professionals will be changing jobs and careers 14 to 16 times in their life time.
  • Many jobs related to newly created technology of the future.
  • New employees will be wandering from employer to employer.
  • Little or no loyalty factor or permanent type of job available.
  • There will be more contract employees.
  • There will be a bifurcation of workers - the overworked and the underworked.
  • Jobs will be based on paying workers for short term projects.
  • All professionals and other workers will have to engage in life-long learning because the world economy and markets will be changing so rapidly.
  • Change will be a part of life and welcomed.
  • Professionals will have to begin to think into the future and with a global perspective.

4. TWENTY FIRST CENTURY TRENDS FACING LAW FIRMS AND OTHER PROFESSIONAL SERVICE PROVIDERS.

  • The client comes first and will provide the major direction for your firm.
  • Office automation will create improved efficiency and a better quality of service.
  • Lawyers and other professionals will come from different career paths and with varied background experiences. This will require new management strategies.
  • The firm culture will determine the quality of service, product or service, and profit.
  • Effective and consistent communication will be the number one key to an improved and successful management style.
  • Faster communications via technology will be the norm.
  • You will experience information overload which will create undo pressure for faster decisions.
  • There will be a move toward hiring more experienced workers.
  • Higher stress levels will lead to initial increases in productivity followed by faster burnout.
  • There will be continued emphasis on employee training.
  • There will be a greater diversity of workers in the work force.
  • There will be an emphasis on continuous improvement for professionals and staff.
  • Technophobia will expand among the workforce.
  • There will be more language and educational barriers among workers who will need special attention.
  • Workers will be in short supply. Recruiting and retaining highly skilled professionals and staff will be a major challenge.

5. FINDING, MOTIVATING, AND KEEPING GOOD EMPLOYEES

The number one problem facing law firms and other business firms today is attracting and keeping skilled employees. Law firms must acknowledge that in knowledge work such as legal services, the power often shifts from employer to employee. The focus moves from what the employee offers the firm to what the firm offers the employee. With a shortage of skilled workers, employers have to be more systematic about figuring out how to keep their best employees. Law firms must learn what really makes their workers tick and review present recruiting, motivational, and compensation systems as well as the overall workplace environment.

6. IMAGE MANAGEMENT

Many firms are missing the point when it comes to marketing the firm's overall image. They get caught up in logos, brochures, and other identity materials. While identity materials are important in helping prospective clients and employees recognize a firm quickly and easily, these symbols are only signposts that point to the true image of a professional service firm such as a law firm. This true image is developed mainly from people's own real experiences with the firm and its services.

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