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What Keeps Clients Coming Back?

December 2006 (SmartPros) — When it comes to legal counsel, companies above all else want someone they can count on. In a recent survey of attorneys, 45 percent of respondents ranked reliability as the most important factor in winning repeat business from clients.

The survey by Robert Half Legal, asked attorneys: "When clients are deciding whether or not to continue working with your firm, which one of the following attributes or considerations would you say ranks highest on their priority list?" Their responses:

Reliability/trust - 45%
Relationship with client - 20%
Industry specific knowledge - 14%
Timeliness/meeting deadlines - 9%
Bill rates - 7%
Diversity at your firm - 1%
Other/don't know - 4%

"The legal industry constantly faces new technological and business challenges that require specialized skills and knowledge, but the most fundamental elements of client service -- reliability and trust -- still hold the greatest weight," said Charles Volkert, executive director of Robert Half Legal. "Given the sensitive nature of legal issues and proceedings, clients look to their firms to protect their best interests and provide a consistent level of dedication."

Volkert said corporate clients want their outside counsel to be, in effect, business partners that can contribute to the company's long-term success by offering timely advice about a range of considerations, from assistance with regulatory concerns to potential legal issues in new markets.

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