MANAGEMENT

The Client Service Team in Action

by Bruce W. Marcus
Professional Services Marketing 3.0

While some firms have explored the idea of client service groups, and leading thinkers like Patrick McKenna have been training firms in the concept for several years, few firms have developed the art and science of the team as successfully as the Washington-based law firm, Akin Gump Strauss Hauer and Feld.

More for mid-size and large CPA firms: What We’ve Learned Since Accounting Marketing Was Legalized • Do Accounting Firms Really Want an ‘Image’? • What Accounting Firms Need to Learn from Personal Financial Planning Specialists • The Delicate Art of Positioning Your Firm in the Mind of the Prospect • Even a Random Disaster Can Be Controlled with Risk Management •

This report includes:

  • The lessons from an interview with creator and manager of the program.
  • Three necessary elements for success.
  • Ten accountable responsibilities for a client service team.
  • Seven actions common to successful teams.
  • Five questions every team should ask clients.
  • Effect on fees.
  • Departure from traditional practice.