Conventional wisdom has it that a by-product of the recent and continuing harsh economic weather is that law firms have become considerably better at client care. Gone are the days when top-flight law firm partners looked down their noses with disdain at their corporate clients, emanating an attitude of ‘shut up, I know what’s best’. Have they really learnt their lesson, though? Our survey of leading corporate counsel indicates that law firms still have a lot of work to do on the feedback front, with fewer than a third bothering to have regular contact with their clients to see if they are... well... happy with the service.
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