Do lawyers know what their customers want?
Type
digital resource
Date Issued
2022-09-12
Author(s)
Abstract (De)
Recently I read the following headline by a partner of a New York law firm: “For Heaven’s Sake, Do NOT Ask Clients What they Want!!!” This was a complete waste of time: after all, Steve Jobs (Apple) had not asked anyone what they wanted but simply showed his customers what they should have. I only concur with this partner up to a certain point: lawyers should not ask because they should already know what their customers want – in keeping with the KYC (Know Your Customer) principle familiar from compliance. As for the rest, in my view the advice and the explanations provided for it in the above-mentioned article fall short, particularly for the following three reasons. This allows me to elaborate on the customer orientation approach for lawyers.
Language
English
HSG Classification
contribution to practical use / society
HSG Profile Area
LS - Business Enterprise - Law, Innovation and Risk
Publisher place
Vista Blog
Subject(s)
Division(s)
Eprints ID
267938