This is consistent with the 1999 findings. Being approachable and friendly and being responsive may be important, but these qualities are devalued without proactivity and strategic understanding. Less brochures and hospitality Several clients' responses highlight that what they do not want is firm brochures and corporate hospitality. Put simply, clients are more sophisticated and are seeking value not the thin veneer of sales promotions and glad-handing. Correspondingly some commercial property clients complained that they were not getting the invitations to seminars and quarterly bulletins that they get from other competitors.
Greater consistency is required as clients use services across practice groups.
Business development Linked to this is the ability to sell additional services. Throughout the report, clients highlighted opportunities for the firm. Using a product based approach to cross selling is unlikely to succeed with clients. It is increasing its focus on chosen sectors in which it is steadily building its reputation regionally and nationally. Most firms have the knowledge and can do an excellent job.