Insight

What Do Your Clients Want, Anyway?

Law Firm Strategies to Best Serve Clients.

Sticky notes on black chalk board that says quality, cost, and efficiency
EL

Emilia Levisay

October 1, 2020 08:00 AM

Year after year, firms use surveys to collect responses from clients about what they want and expect from outside counsel. Repeatedly, clients say they want their law firms to provide efficient service, transparency, metrics, and clear communication. However, many claim that they aren’t receiving it.

Melissa Prince, Ballard Spahr’s Chief Client Value and Innovation Officer, wants firm clients to have a different experience.

“Clients are telling their law firms loud and clear what they’re looking for,” said Prince. “To show them that we’re listening, we needed to design a new approach for how we deliver and talk about the work we do.”

Since 2018, Ballard Spahr’s Client Value and Innovation Program (CVIP) has saved clients an estimated $100 million in fees and has been recognized by The National Law Journal, Financial Times, The American Lawyer, and BTI Consulting. More importantly, clients are appreciative.

“We’ve heard nothing but good things about our Client Value and Innovation Program,” said Minneapolis Office Managing Partner Karla Vehrs. “It promotes fee certainty and transparency, provides detail and specificity on how we staff, execute, track, and bill matters, and is a market differentiator and value-add for us.”

Ms. Prince and her team have helped Ballard Spahr deliver on client expectations in three ways:

  • Prioritizing Communication and Feedback: The CVIP expands on the work being done by Ballard Spahr’s Client Interview Program. “At the outset, we begin with a conversation,” Prince said. “This helps us understand a client’s business, including its needs, challenges, goals, and definition of success. Throughout each engagement—and after it ends—we keep track of performance goals and seek feedback to ensure that we’re providing exceptional value and service.”
  • Drawing from a Broad Range of Talent: Ms. Prince hand-selected her team members from a cross-section of fields, including former practicing attorneys, MBAs, finance professionals, software developers, and data scientists. “Our depth of experience and industry-specific approach gives us a more complete understanding of our clients and the challenges they face,” Prince said. “We take that knowledge and use it to help clients mitigate risk, locate opportunities, and get where they need to be—ahead of the competition.”
  • Ensuring Airtight Information Security: Following a rigorous assessment and accreditation process, Ballard Spahr has achieved certification under ISO 27001, the premier global security standard. Certification requires a framework of processes and control specifications designed to protect the confidentiality, integrity, and availability of the client and firm information assets. Ballard Spahr is continually assessed by the Professional Evaluation and Certification Board to ensure that our information security system conforms to its strict requirements and evolves to address new threats and technologies. “Our clients rightly expect that their attorneys will take every precaution to protect their confidential information,” Prince said. “We don’t want there to be any question as to the safety of the information they share with us. Because we can take that concern off their minds, they’re free to focus on partnering with us as we work to solve their problems.”

Ultimately, the CVIP expects to evolve as it tailors itself to emerging challenges and client needs. The team is committed to partnering with clients and delivering the value that clients aren’t getting from other firms. Our CVIP team also understands that it’s now in fierce competition with alternative legal services providers who are competing with lawyers to perform legal more cheaply and innovatively through the use of technology.

“Our legal work is second to none, and our client service needs to be, too,” Prince said. “Our goal is to keep our core values in mind and respond in an agile and forward-thinking way when new developments occur and clients need our help.”

Emilia Levisay is the Manager of Client Value and Innovation for Ballard Spahr. Emilia is focused on understanding the business needs of firm clients and developing practical and innovative pricing and legal project management strategies and solutions designed to meet those needs. The team’s objective is to provide firm clients with exceptional service centered on value, cost-effectiveness, predictability, and efficiency.

Headline Image: ISTOCK.COM / WARCHI

Related Articles

IN PARTNERSHIP

Everything Starts With Trust That Is Earned


by John Fields

Joseph F. Brophy, a Best Lawyers recipient and co-founder of Brophy & Devaney Law, speaks on the firm's efforts for client representation and advocacy.

Suited man poses for professional headshot

Anna Inventing: The Importance of Diversity in Innovation


by Emily C. Peyser

A patent from 1887 by female inventor Anna Connelly not only revolutionized fire safety, but highlighted the need for diversity in innovation. Our world is facing big problems that need diverse voices at the table to find solutions that work for everyone. Building diverse teams and encouraging diversity in innovation is a beneficial step forward in resolving our collective challenges.

Diversity in Innovation and Technology

Forging Bonds, Building Business


by Crystal L. Howard and Lizl Leonardo

As disorienting and occasionally frightening as the pandemic has been, it has also forced lawyers to find innovative new ways to stay connected and do business.

Pandemic Sparks Innovative Ways of Conducting

How Being a Client Almost Made Me Quit Law School


by Paula Birch Billingsley

Suddenly becoming a personal injury client gave one law school student a new appreciation for clients’ needs and concerns. Here are some considerations even experienced lawyers ought to keep in mind.

Personal Injury Client Almost Quit Law School

Evolving Marijuana Laws and the Workplace


by Tess P. Anglin

How can employers enforce statutes that differ from state to state?

Red image of a marijuana leaf

Justice in the Age of COVID-19


by Todd A. Smith

Pandemic Creates Sea Change in the Delivery of Justice

Two paintings of two people's fingers pointed at each other and almost touching

Biometric Privacy: It’s Not Just an Illinois Issue


by Kenn Brotman and Molly K. McGinley

How BIPA Litigation May Impact Companies Outside of Illinois

Blue fingerprint that's reflective with black background

How This Firm Is Shaping the Economic Future of Ukraine


by Best Lawyers

Denis Lysenko discusses how AEQUO has helped build a new business environment.

An Interview With AEQUO

An Interview With Norton Rose Fulbright


by Best Lawyers

Australia’s 2020 “Law Firm of the Year” in Insolvency and Reorganization Law

An Interview With Norton Rose Fulbright

Baraona Fischer & Cia on the Changes Coming to Tax Law in Chile


by Best Lawyers

Juan Manuel Baraona of the 2019 "Law Firm of the Year" award-winner for Tax Law in Chile discusses forthcoming regulations, career highlights, and his secrets to success in an interview with Best Lawyers CEO Phillip Greer.

Baraona Fischer & Cia LFOTY

David Ackert's Top Advice on Social Media and Client Prospecting


by Best Lawyers

The president of Ackert Inc. offers his insights on business development to Best Lawyers following the 2019 Legal Marketing Association Annual Conference.

Social Media Tips for Law Firms

4 Ways to Engage Your Client on Their Terms


by Scott Distasio

Upping your customer service skills could boost business, propel your career, and help you retain top clients.

Engaging Your Client on Their Terms

An Interview With Serhiy V. Piontkovsky of Baker McKenzie


by Best Lawyers

The head of Baker McKenzie's Real Estate practice group in Ukraine discusses the firm's standout attorneys.

Baker McKenzie Wins Law Firm of the Year

Understanding the Constitutionality of Patent Law


by John Powers

Ideas can be stolen, just like the machines or products they were used to create.

Why Patents Lead to Innovation

Responsive Initiative


by Deborah Epstein Henry

A Fresh Twist on Innovation

Responsive Initiative

Trending Articles

2025 Best Lawyers Awards Announced: Honoring Outstanding Legal Professionals Across the U.S.


by Jennifer Verta

Introducing the 31st edition of The Best Lawyers in America and the fifth edition of Best Lawyers: Ones to Watch in America.

Digital map of the United States illuminated by numerous bright lights

Unveiling the 2025 Best Lawyers Awards Canada: Celebrating Legal Excellence


by Jennifer Verta

Presenting the 19th edition of The Best Lawyers in Canada and the 4th edition of Best Lawyers: Ones to Watch in Canada.

Digital map of Canadathis on illuminated by numerous bright lights

Legal Distinction on Display: 15th Edition of The Best Lawyers in France™


by Best Lawyers

The industry’s best lawyers and firms working in France are revealed in the newly released, comprehensive the 15th Edition of The Best Lawyers in France™.

French flag in front of country's outline

Presenting the 2025 Best Lawyers Editions in Chile, Colombia, Peru and Puerto Rico


by Jennifer Verta

Celebrating top legal professionals in South America and the Caribbean.

Flags of Puerto Rico, Chile, Colombia, and Peru, representing countries featured in the Best Lawyers

Announcing the 13th Edition of Best Lawyers Rankings in the United Kingdom


by Best Lawyers

Best Lawyers is proud to announce the newest edition of legal rankings in the United Kingdom, marking the 13th consecutive edition of awards in the country.

British flag in front of country's outline

Unveiling the 2025 Best Lawyers Editions in Brazil, Mexico, Portugal and South Africa


by Jennifer Verta

Best Lawyers celebrates the finest in law, reaffirming its commitment to the global legal community.

Flags of Brazil, Mexico, Portugal and South Africa, representing Best Lawyers countries

Prop 36 California 2024: California’s Path to Stricter Sentencing and Criminal Justice Reform


by Jennifer Verta

Explore how Prop 36 could shape California's sentencing laws and justice reform.

Illustrated Hands Breaking Chains Against a Bright Red Background

Announcing the 16th Edition of the Best Lawyers in Germany Rankings


by Best Lawyers

Best Lawyers announces the 16th edition of The Best Lawyers in Germany™, featuring a unique set of rankings that highlights Germany's top legal talent.

German flag in front of country's outline

Celebrating Excellence in Law: 11th Edition of Best Lawyers in Italy™


by Best Lawyers

Best Lawyers announces the 11th edition of The Best Lawyers in Italy™, which features an elite list of awards showcasing Italy's current legal talent.

Italian flag in front of country's outline

Tampa Appeals Court ‘Sends Clear Message,” Ensuring School Tax Referendum Stays on Ballot


by Gregory Sirico

Hillsborough County's tax referendum is back on the 2024 ballot, promising $177 million for schools and empowering residents to decide the future of education.

Graduation cap in air surrounded by pencils and money

Find the Best Lawyers for Your Needs


by Jennifer Verta

Discover how Best Lawyers simplifies the attorney search process.

A focused woman with dark hair wearing a green top and beige blazer, working on a tablet in a dimly

Key Developments and Trends in U.S. Commercial Litigation


by Justin Smulison

Whether it's multibillion-dollar water cleanliness verdicts or college athletes vying for the right to compensation, the state of litigation remains strong.

Basketball sits in front of stacks of money

Woman on a Mission


by Rebecca Blackwell

Baker Botts partner and intellectual property chair Christa Brown-Sanford discusses how she juggles work, personal life, being a mentor and leadership duties.

Woman in green dress crossing her arms and posing for headshot

Best Lawyers Celebrates Women in the Law: Ninth Edition


by Alliccia Odeyemi

Released in both print and digital form, Best Lawyers Ninth Edition of Women in the Law features stories of inspiring leadership and timely legal issues.

Lawyer in green dress stands with hands on table and cityscape in background

The Human Cost


by Justin Smulison

2 new EU laws aim to reshape global business by enforcing ethical supply chains, focusing on human rights and sustainability

Worker wearing hat stands in field carrying equipemtn

Beyond the Billables


by Michele M. Jochner

In a recently conducted, comprehensive study, data reveals a plethora of hidden realities that parents working full-time in the legal industry face every day.

Women in business attire pushing stroller takes a phone call