Verbatim: What Clients Say
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How Your Firm Can Get High Marks in ACC's Value Index
Corporate counsel now to refer a new resource when selecting outside counsel: the ACC Value Index. It's a database indicating how other in- house counsel have rated the law firms they have retained. Only ACC members have access to your firm's ratings in the Value Index; your firm does not.
The Value Index was unveiled at the Association of Corporate Counsel's
2009 Annual Meeting in Boston last month. (The ACC is the world's
largest organization serving the interests of in-house counsel. Its
membership is nearly 25,000 in-house counsel employed by more than
10,000 organizations in 80 countries.)
The ACC says the Value Index, the next step in its Value Challenge, "is
not only a means for ACC members to share evaluations of the law firms
they engage, it is also an initiative that will help shape the thinking
- along with the dialogue between firms and in-house counsel - about
what constitutes 'good value' in legal services."
The Value Index is a tool to enhance the role
of client satisfaction in the measurement of law firm success. In-house
counsel rate law firms, on a scale of 1-5 (1=poor, 5=excellent), on six
service areas:
- Understands Objectives/Expectation
- Legal Expertise
- Efficiency/Process Management
- Responsiveness/Communication
- Predictable Cost/Budgeting Skills
- Results Delivered/Execution
ACC members looking for outside counsel
will also find their peers' answers to the key question in the Value
Index: "Would you use this firm again?"
The ACC urges law firms to adjust their client satisfaction criteria to
match the Value Index. Strategic Client Interviews extensively address
these criteria, through expertly composed, probing questions.
Strategic Client Interviews will tell your firm:
- How your clients rate your firm in the Value Index
- What your clients candidly say about the firm and the service team, which they are not likely to tell your attorneys directly
- The steps to take in order to to earn high ratings in the Value Index
JKS & Company's Strategic Client Interviews can help your firm score high marks in the Value Index.
For more information on Strategic Client Interviews, contact Joyce K. Smiley at 561-775-9755, or jsmiley@jkscompany.com. On the web at jkscompany.com.
Verbatim: What Clients Say is published electronically by JKS & Company LLC/Strategic Client Interviews.
Copyright 2009 JKS & Company LLC. All rights reserved.
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email: jsmiley@jkscompany.com
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