BakerHostetler was featured in The Legal Intelligencer article “Designing a Client Experience that Actually Differentiates Your Firm” for its longstanding commitment to delivering responsive, high value client service. The article highlights the firm as an example of how public client service commitments can move beyond general statements to become meaningful obligations embedded in a firm’s culture. BakerHostetler’s commitments are described as “not as aspirational goals but as obligations ‘ingrained in the culture and fabric’” of the firm in every client interaction. Chairman Paul Schmidt explains:
“Responsive, timely, high-value client service has been an articulated core value of our firm since its founding over 100 years ago. As a result, we are a client-centric law firm. That requires an unwavering commitment to our clients that guides every interaction, matter, relationship and touchpoint. Our clients deserve white-glove, red-carpet service, and we work every day to deliver that experience. We strive to be true partners, serving as an extension of our clients’ teams so that we can deeply understand their business, culture and goals; anticipate their needs; communicate proactively; and offer practical, tailored and innovative solutions that help them achieve success. And, importantly, we celebrate their success.”
The article notes that making these promises publicly and publishing them increases the level of accountability to clients, whereas promoting client service commitment as an internal program does not.
