GIVE CLIENTS WHAT THEY WANT

The main idea behind this post is to replace the tendency to give the clients what you want to offer or provide with the aim of convincing her to accept it, with the idea of giving her what she wants, what she needs. Using your knowledge, your expertise and your insight to do for her.
Is this not what client service is about?

Paying attention to a client account is about the impression you convey and the way you treat her.
Basically you treat higher paying clients better than lower paying clients because in your mind whenever a knotty issue comes up and gives you drama you say 'all these troublesome people who pay less then they contribute'
This shouldn't trouble you if this is what you do unless you don't know that you treat your law firms clients this way.

The way you think about a particular client is the way you will treat her and this treatment will come out in subtle ways: your response time to queries, the quality of ideas that you offer, the depth of thought you put in streamlining an initiative..

There is a marked tendency in the market place for businesses to give what they want and kindly convince the customer to go along with it, a feature of the mass society, take it or leave it dynamic going on.
This is all well and good but law firms do not do mass work, they usually work with individuals and executives to coordinate the work so a specific plan of actively managing the client as an asset the same way you would manage an oil bloc or the reputation of an actor, is always being used in one form or another by the law firm.

Usually it is unconscious but there is one.