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This part struck (but did not in the least surprise) me '40% of clients felt that senior partners in firms only had a basic knowledge of their businesses. Some felt that communicating details across a firm would be 'expensive and time-consuming.'

In March I did a series of talks for RBS, stressing that if you take a really client-centred approach, so that you are seen by them as a part of (in effect) their strategic planning team, not just their problem-solving team...there is a good future and much better client relations in store. It is about looking at their futures, their aims and ambitions in the medium and longer term, not just the matter in hand.

My experience as a company director (and the view of all the other company directors I know...which is quite a few) is that law firms really aren't good at this. It is in your hands...

PS It is how I built my practice in the 80s before I moved into business. Still works today.