Sublime

The questions “What do our clients want, and how are their needs changing?” must be continuously addressed through a structured program of information gathering, analysis, and action built into the daily operations of the firm. Few professional firms have such a program.

focusing the collective efforts of the firm’s principals around carefully chosen areas of experience would…

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few firms have any systematic program for ensuring and improving the experience the client has with the firm.

The market for the firm’s services will determine the fees it can command for a given project; its costs will be determined by the firm’s abilities to deliver the service with a cost-effective mix of junior, manager, and senior time. If the firm can find a way to deliver its services with a higher proportion of juniors

best practice development techniques would be writing articles or books, giving speeches or being quoted in the appropriate media, thus establishing credentials as an “expert.” Practice development would tend to revolve more around building the reputation of individuals rather than the firm, as in the common client comment “I hire lawyers, not law

or the territory is dynamically fluid, allowing it to change purposes for different people at different times.

prominence and reputation would be the keys to winning clients.