In addition, the firm is giving every person in every office brand training, so that everyone knows what the firm's iconography means. You want the entire firm to be able to articulate your brand promise. Customer Relationship Management . Norm furnishes Orrick lawyers with software to keep track of contacts with clients. I'm the guy who builds the set against which the lawyers act.
Norm is a proponent of client surveys.
At Shaw Pittman, we convinced firm to do client survey. The firm didn't want to do it and they thought it was a risky idea. So we started with a group of lawyers that had highly satisfied clients. When we reported the positive survey results and we rode on their glory. It was a tremendous client development tool.