The Commerciality factor requires special attention as it is the critical factor of service quality. The lower anticipated Future Use of the firm, as discussed earlier, is reflected in the low score for Commerciality. Firms need to put some extra effort into understanding each corporate client's concerns and business operations. This can be done through becoming a member of the client's team, subsequently ensuring that advice is both practical and relevant as their lawyer knows what the client really wants to achieve. Using this knowledge wisely will give the client more confidence in the service, with the firm appearing to be superior to its competitors.
Pricing is clearly last on the clients' rating list.
It is important to remember that Pricing consists of the client's perception of value and having the costs explained, as well as the billing method being well managed. Pricing is the most emotional area for clients, even corporate clients, who want a realistic assessment of costs at the beginning of the matter. This should be supported by a reasonable price structure and well documented invoicing. It is encouraging to note that corporate clients recognise that an increased level of expertise and service should attract a higher than average fee. In Summary All the 'lawqual' factors of service quality need to be addressed within your firm.