Although frustratingly difficult to measure or proved, these tell-tale signs of settled contentment can alert you to the entitlement expectations – and diminished levels of service – of complacent law firms. I have not tried to list them in order of their frequency or their deleterious effect.
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The best associates don’t seem to be assigned as much (or choose to work) on your matters.
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Periodic meetings with the relationship partner take on a stilted and scripted feel.
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Suggestions or ideas for changes in how services are provided don’t materialize.
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Increasing amounts of time pass before the firm makes decisions regarding your administrative requests such as for budgets or new reports.
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Questions or surveys about your satisfaction with their services drop off.
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Partners refer in the press to you as “their client,” with a proprietary tone.
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Rarely are there either write offs by the firm or markdowns by your side.
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Increases in billing rates are accepted without inquiry.
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Your own lawyers quick to say why they can’t imagine changing the use of a certain firm.
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Responsiveness overall lags.