Edge International


Improving Client Relationships

Improving Client Relationships

TO: Relationship Partners

FROM: Managing Partner

I am concerned that we are not doing enough to meet one of our recent strategic objectives – deepening relationships with our clients. I recently interviewed some of our senior associates and some key clients and learned that not much has changed. The clients don’t know our senior associates (and future partners) and they regard our teams as ever-changing. Our associates still don’t know the details of the clients’ industry or business. Perhaps it is our origination rules or the economics pressed on us by clients. The reasons don’t matter, because our relationships with clients have to be a team sport. If you have four or more attorneys staffed on a client matter, here are some things I want to see happen in the next 60 days.

One last thought, because adding value for clients is also on my mind. Ask every member of your team to send you their best idea for adding value for a key client. Have the team choose the top two. I will review those with you in 60 days when I come to see you about your performance on the list in this memo.

David Cruickshank

Edge Principal advises firms on growth strategies and lateral integration programs. In addition to being a lawyer with a master’s from Harvard Law School and an LLB from the University of Western Ontario, he is a trained mediator who has taught at the Straus Institute for Dispute Resolution at Pepperdine Law School. He frequently trains partners and associates on management skills like delegation, feedback, managing up and career development.  His interactive courses are now online.