Home About Diversity & Inclusion Careers Alumni Locations Events News Contact Us Industries Services Professionals Knowledge Center Search About Us CLIENT SERVICE FEEDBACK PROGRAM Every law firm says that it is committed to client service. But the real question is whether or not the firm is able to translate that commitment into action. At Saul Ewing Arnstein & Lehr, we have instituted a comprehensive in-house Client Service Feedback Program that is a force for continuous improvement. The firm’s Director of Client Relations regularly conducts detailed interviews with multiple people at key client organizations to examine the quality of our work, our knowledge of our clients’ businesses, the clarity of our communications and how we compare with our competitors. We also distribute electronic surveys to gather feedback. The findings are then shared with the relevant client service team, which then works on areas for improvement, monitors client business issues and suggests additional, targeted opportunities for the firm to add value. Here is just some of the feedback we have received from clients through this program*: “The Firm’s ‘personality’ syncs well with our company because the firm’s lawyers are practical and down-to-earth without pomposity, smart and hard-working, and willing to roll up their sleeves.” “My attorney is able to weigh the risks and give practical counsel. He is proactive – he does not just say “do this now” but, instead, he lays out steps to help avoid problems down the line.” “The Firm understands our company and recognizes our importance as a client. Even the small jobs are handled with a high level of service.” “My attorney’s ‘in-house perspective’ makes her quicker on the uptake when it comes to identifying the business risk of a legal decision. She also knows us and our business people and communicates with the right finesse.” “I appreciate that my attorney picks up his own phone, which is rare for outside counsel.” “My attorney is my trusted advisor and an extended part of my team. I am comfortable having the business people call him directly.” “My attorney tells me the issues, then explains the impact, the end game and the business motive.” The Client Service Feedback Program provides a continually refined set of best practices, and influences the firm’s strategic plan. These best practices are shared with Saul Ewing Arnstein & Lehr attorneys through one-to-one coaching and group training to help make them as good at client service as they are at the technical aspects of their profession. * Quotes made during in-person client feedback interviews. Prior results do not guarantee a similar outcome. About Us Firm Management Diversity and Inclusion Diversity & Inclusion Committee LGBTQ+ Resource Group Minority Attorneys Resource Group Women's Development Initiative (WDI) Pro Bono Work/Life Balance Strategic Alliances State Street Advisors Harris Jones & Malone, LLC The Interlex Group®: Saul Ewing's International Connection Client Service Feedback Program Resources, Access and Mentoring Program (RAMP) Value Offerings Outsourced General Counsel Procurement and Contracting Services Still Looking For Something Specific? SEARCH THE KNOWLEDGE CENTER Select Language English Afrikaans Albanian Amharic Arabic Armenian Azerbaijani Basque Belarusian Bengali Bosnian Bulgarian Catalan Cebuano Chichewa Chinese (Simplified) Chinese (Traditional) Corsican Croatian Czech Danish Dutch Esperanto Estonian Filipino Finnish French Frisian Galician Georgian German Greek Gujarati Haitian Creole Hausa Hawaiian Hebrew Hindi Hmong Hungarian Icelandic Igbo Indonesian Irish Italian Japanese Javanese Kannada Kazakh Khmer Korean Kurdish (Kurmanji) Kyrgyz Lao Latin Latvian Lithuanian Luxembourgish Macedonian Malagasy Malay Malayalam Maltese Maori Marathi Mongolian Myanmar (Burmese) Nepali Norwegian Pashto Persian Polish Portuguese Punjabi Romanian Russian Samoan Scottish Gaelic Serbian Sesotho Shona Sindhi Sinhala Slovak Slovenian Somali Spanish Sudanese Swahili Swedish Tajik Tamil Telugu Thai Turkish Ukrainian Urdu Uzbek Vietnamese Welsh Xhosa Yiddish Yoruba Zulu TOOLS Employee Access User Login LEGAL Disclaimer Privacy Notice LOCATIONS Baltimore Boca Raton Boston Chesterbrook Chicago Fort Lauderdale Harrisburg Miami Minneapolis New York Newark Philadelphia Pittsburgh Princeton Springfield Washington West Palm Beach Wilmington STAY CONNECTED SIGN UP FOR UPDATES Copyright © 2021 Saul Ewing Arnstein & Lehr LLP, A Delaware Limited Liability Partnership. All Rights Reserved. | Under the rules of certain jurisdictions, this communication may constitute "Attorney Advertising."