{"id":1134,"date":"2019-07-16T08:39:04","date_gmt":"2019-07-16T06:39:04","guid":{"rendered":"https:\/\/lam.unisg.ch\/blog\/?p=1134"},"modified":"2019-07-16T13:36:33","modified_gmt":"2019-07-16T11:36:33","slug":"kundenfokus-das-kleine-einmaleins-der-kundenpflege-in-anwaltskanzleien","status":"publish","type":"post","link":"https:\/\/lam.unisg.ch\/blog\/en\/kundenfokus-das-kleine-einmaleins-der-kundenpflege-in-anwaltskanzleien","title":{"rendered":"Customer focus \u2013 the basics of customer care in law firms"},"content":{"rendered":"<p>Customer care merits being tackled in a structured sort of way. An approach that was developed at the HSG has turned out to be particularly helpful, both in the classroom and in practical consultation.<\/p>\n<figure id=\"attachment_1152\" aria-describedby=\"caption-attachment-1152\" style=\"width: 480px\" class=\"wp-caption alignnone\"><img class=\" wp-image-1152\" src=\"https:\/\/lam.unisg.ch\/blog\/wp-content\/uploads\/2019\/07\/Integrated-approach-to-client-focus-2-e1563264348380-300x293.png\" alt=\"Integrated approach to client focus\" width=\"480\" height=\"469\" srcset=\"https:\/\/lam.unisg.ch\/blog\/wp-content\/uploads\/2019\/07\/Integrated-approach-to-client-focus-2-e1563264348380-300x293.png 300w, https:\/\/lam.unisg.ch\/blog\/wp-content\/uploads\/2019\/07\/Integrated-approach-to-client-focus-2-e1563264348380-240x234.png 240w, https:\/\/lam.unisg.ch\/blog\/wp-content\/uploads\/2019\/07\/Integrated-approach-to-client-focus-2-e1563264348380.png 494w\" sizes=\"(max-width: 480px) 85vw, 480px\" \/><figcaption id=\"caption-attachment-1152\" class=\"wp-caption-text\">Integrated approach to client focus<\/figcaption><\/figure>\n<p>Before we deal with this six-step approach, I would like to say a few words about the term \u201cclient\u201d. The term, which derives from the Latin <em>cliens<\/em> \u2013 a plebeian under the protection of a patrician \u2013 is attested as meaning \u201ca lawyer\u2019s customer\u201d from about 1400 onwards. Its use is thus a convention, no more; when all is said and done, lawyers have customers just like building contractors or retailers.<\/p>\n<p>Significantly, though, it is the free professions such as doctors or, well, lawyers which emphasise an expertise gap between themselves and their customers with terms such as \u201cpatients\u201d or \u201cclients\u201d. If we think about how we want to strengthen our relationship with the purchasers of our services and to align our law firms with demand requirements, this isn\u2019t particularly helpful. The term \u201ccustomer\u201d puts us on a substantially more equal footing! Therefore I\u2019d like to suggest: let\u2019s talk about \u201ccustomers\u201d rather than \u201cclients\u201d in this small series of blog posts on customer focus!<\/p>\n<p>In my next blog post, I would like to deal with the first step of the approach presented in the above graph: on the identification of customer requirements.<\/p>\n<p>&nbsp;<\/p>\n<p>Photo by\u00a0<a href=\"https:\/\/unsplash.com\/@alexandre_godreau?utm_source=unsplash&amp;utm_medium=referral&amp;utm_content=creditCopyText\">Alexandre Godreau<\/a>\u00a0on\u00a0<a href=\"https:\/\/unsplash.com\/?utm_source=unsplash&amp;utm_medium=referral&amp;utm_content=creditCopyText\">Unsplash<\/a><\/p>\n\n            <div id=\"mailerlite-form_1\" data-temp-id=\"69e047a93e2ef\">\n                <div class=\"mailerlite-form\">\n                    <form action=\"\" method=\"post\">\n                                                    <div class=\"mailerlite-form-title\"><h3>Newsletter Signup<\/h3><\/div>\n                         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An approach that was developed at the HSG has turned out to be particularly helpful, both in the classroom and in practical consultation. Before we deal with this six-step approach, I would like to say a few words about the term \u201cclient\u201d. The term, [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":1137,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false},"categories":[62,31],"tags":[409,128,249,124],"acf":{"excerpt":"<p>Every law firm would assert that its focus is on its clients. If we put this claim to an acid test, it often turns out to be pretty hollow. More likely, clients are the means for lawyers to reach the end on which the focus really is.<\/p>\n","school":{"ID":166,"post_author":"1","post_date":"2017-12-04 17:17:12","post_date_gmt":"2017-12-04 16:17:12","post_content":"The Law &amp; Management department provides world-class executive education at the intersection of law and business management. The programmes are designed for legal professionals interested in acquiring management skills and executives keen to learn about commercial law.","post_title":"Law & Management","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"law-management","to_ping":"","pinged":"","post_modified":"2017-12-04 17:17:12","post_modified_gmt":"2017-12-04 16:17:12","post_content_filtered":"","post_parent":0,"guid":"https:\/\/lam.unisg.ch\/blog?post_type=school&#038;p=166","menu_order":3,"post_type":"school","post_mime_type":"","comment_count":"0","filter":"raw"}},"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/lam.unisg.ch\/blog\/en\/wp-json\/wp\/v2\/posts\/1134"}],"collection":[{"href":"https:\/\/lam.unisg.ch\/blog\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/lam.unisg.ch\/blog\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/lam.unisg.ch\/blog\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/lam.unisg.ch\/blog\/en\/wp-json\/wp\/v2\/comments?post=1134"}],"version-history":[{"count":0,"href":"https:\/\/lam.unisg.ch\/blog\/en\/wp-json\/wp\/v2\/posts\/1134\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/lam.unisg.ch\/blog\/en\/wp-json\/wp\/v2\/media\/1137"}],"wp:attachment":[{"href":"https:\/\/lam.unisg.ch\/blog\/en\/wp-json\/wp\/v2\/media?parent=1134"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/lam.unisg.ch\/blog\/en\/wp-json\/wp\/v2\/categories?post=1134"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/lam.unisg.ch\/blog\/en\/wp-json\/wp\/v2\/tags?post=1134"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}