Client service in law firms

Daily nuggets:

1. According to Jay Foonberg 67% of clients who stop using a particular lawyer do so because they feel they were treated poorly or indifferently and 27% changed lawyers because their previous lawyers weren't available.

2. Most clients can't evaluate the quality of your legal work. What they can and do is evaluate the experience of working with you.

How much are you investing in the non-lawyer segment of your service team? Or how 'bout the "service" components of your lawyer team?