WHAT CLIENTS GO THROUGH AT YOUR LAW FIRM

For whatever reason it seems giving the customer a good experience is difficult for entities to consistently deliver or is it that the customers are asking for too much and are causing too much trouble for the value they add to the business?

Well, for the law firm it also matters the type of interaction your clients experience at your offices.
For example General counsel and In house counsel have said it over and over and are still saying it in 2015: they are not in business to serve you and give you legal business.
They want you to ask about their own businesses and get into the details with them. Not as a prelude to making the pitch.
This is called customer service.

They are not particularly concerned with your need to have their business and would like you to put your massive brainpower to make life better for them.
Please do.
If you run away from this in fear that the client will take this opportunity to aggressively reduce your fees, it really is a chance for you to make a case for your good work and why you deserve and should receive much more.
And if you aren't delivering then take it as a chance to get better.

Get it straight, there is no free money any where, only thievers get money for doing nothing. Are you a thiever?

All the above is the expected. Now for the bells and whistles.

Ever been to really nice places where you spend actual money? Everyone seems nicer, perhaps your money bought this niceness for you but my point is that places like this are better behaved and they seem to want you around and are grateful that you are here and they want you to come back e.t.c.

The reduction is this: the customer feels that you should give him a bit extra for doing business with you or the businesses that do great seem to understand this about the customer and use it in their business.
To clarify, this is not about being nice. It is first about doing your work plus the way that you do it.
All companies are the same but the way they do it is what makes one firm different from another.. That's it.
So put on thy thinking cap and decide how you want them to be treated and what they want to go away with.
Kind of like an excuse for you to give the client a reason to come back.