Clients Identify Firm among Best in Client Service Delivery for Fifth Year in a Row

News / December 21, 2018

For the fifth consecutive year, BakerHostetler is among the top 30 law firms recognized for outperforming all others in client service delivery. The ranking comes from BTI Consulting Group’s annual Client Service A-Team report, which ranks firms based on direct feedback from corporate counsel. Those respondents score firms in 17 areas – including “breadth of services,” “unprompted communication,” “dealing with unexpected changes” and “commitment to help” – that are identified as the building blocks of establishing superior relationships with clients.

BTI President Michael Rynowecer told Law360 that the firms named in the “Client Service 30” have a dedication to “formal client service initiatives” that foster and maintain strong relationships, including expectations or standards, definitions of those expectations and training. He also noted that there are a few factors that have grown in importance for clients in recent years when evaluating law firms’ level of service. According to the report, understanding the client’s business and dealing with complexity have become even more crucial as clients have an increasing need to capably handle risk and exposure, as well as complex matters that could have life-or-death consequences for the company.

“I’m delighted that our intense focus on our clients’ needs has been recognized in the market by the BTI survey for the fifth year in a row,” said Chief Marketing Officer Dave Southern. “I see us continuing to be so recognized for some time to come, given the investments that our firm continues to make in the tools and processes which support the very best in consistent client service delivery.

“More and more,” he added, “this is what sets us apart from our competitors.”