July/August 2019 Issue

Inspirational and often unattributed quotes about the importance of customer service are a dime a dozen online, especially on LinkedIn where the same old ‘profound’ statements (yes, those are sarcastic quote marks) are posted again and again by deep thinkers intent on selling themselves or their product as far and wide as their contact list will take them. Nevertheless, one quote posted on the social network has stuck with me: ‘People will forget what you said, people will forget what you did, but people will never forget how you made them feel.’

Occasionally, I will still hear a solicitor or barrister rail against the practice of law as a business or service, rather than the ‘higher calling’ vocation of yesteryear. The vast majority of lawyers, however, understand the importance of nailing customer service in a competitive marketplace. It is a given that a partner at a top firm, or a silk in a leading chambers, can provide clients with an explanation of relevant law, but – and our research reinforces this – clients increasingly want value add for the money you bill them. For your firm or set, that just might be exceptional client service.

That’s a long-winded way of introducing this summer’s issue of fivehundred which has a special focus on the client care. Georgina Stanley explains how a major new research project from The Legal 500 has identified those firms making client service a key differentiator; Eversheds Sutherland’s Marcello Floris warn fellow partners not to overlook the basics of client service; while from the client side, Marriott Asia Pacific’s Law Department offers an in-house view on what firms can do better to become trusted, long-term business partners ; and, I explain how client feedback affects your rankings.

The July/August issue also continues our look at diversity, and as it’s Pride season what better time to look at LGBT+ inclusion in Big Law. Amy Ulliott speaks to representatives of Pinsent Masons, Bryan Cave Leighton Paisner, and Baker McKenzie – the three highest ranked law firms in Stonewall’s best employers for LGBT+ people in 2019 – on how their firms have championed equality in the workplace.

When it comes to gender diversity, Loyens & Loeff’s Mijke Sinninghe Damsté explains how she had to prove she was still capable and ambitious enough for partnership following the birth of her first child, while Georgina Stanley reports on how some old-school partners, wedded to the status quo, have been far from receptive to The Legal 500’s efforts to recognise more of the best female lawyers.

We also hear about Kirkland & Ellis’ firm-wide trial advocacy and litigation attorney training programme, which prepares associates for all the courtroom can throw at them, while the leaders of K&L Gates, Payne Hicks Beach, Crowell & Moring, Galicia Abogados, and Zang, Bergel & Viñes Abogados explain what makes their firms standout in their respective markets.

And don’t worry, chambers, we haven’t forgotten about you!  Steven Gee QC explains why he returned to the independent Bar and what he learnt from operating in the law firm environment; Andrew Spink reflects on COMBAR’s recent key achievements and talks about the challenges ahead for the commercial Bar; and senior clerk Joe Ferrigno explains how he has future-proofed Essex Court Chambers’ clerking function.

The team is now off for a well-deserved summer break but we’ll be back in September with more free, exclusive content from the best lawyers, firms, and chambers worldwide. See you then!

John van der Luit-Drummond