In-House Counsel Want 'Concierge Services' From Firms
At an Association of Corporate Counsel meeting in October, legal marketing consultant Larry Bodine found that what corporate clients really want is for their outside firms to offer “concierge services.”
This is a concept Bodine says he has suggested for years, usually to “blank stares” during retreats and training sessions.
At the heart of the concierge concept is an outside lawyer who will make him or herself available for “unlimited quick phone calls and emails to answer quick questions from clients over the phone.”
One of Bodine’s clients, an employment lawyer from San Jose, charges a flat fee and makes herself available to HR staff, management and in-house lawyers. Bodine notes on his LawMarketing Blog that her arrangements include up to two hours of research and settlement negotiations, but no litigation.
Bodine writes that both clients and lawyers can be happy with concierge arrangements. “The clients love it, because they frequently need input on a decision they’re about to make, but just want to run it by the firm lawyer first,” Bodine writes. “They are less interested in getting a long opinion letter or extensive policy written. They just want a quick answer.”
Also see:
ABAJournal.com: “What In-House Counsel Want: Relationship Building and Quick Answers”
