In the News

Mike Borders Authors Article for Chicago Lawyer

Observes that Strong Client Service Model Can Be Key Differentiator Among Law Firms; Dykema Client Service Standards Reinforce Best Practices

November 1, 2013

Michael C. Borders, Managing Member of Dykema’s Chicago office, wrote an article—“Catering to the Customer”—that appears under the Closing Arguments column in the November 2013 issue of Chicago Lawyer

In the article, Borders discusses how robust client service models—not just designed and talked about, but implemented—can be an important differentiator, distinguishing one law firm from its competition. In an industry characterized by flat demand, heightened price-sensitivity and increasingly commoditized product offerings, Borders underscores the importance of excellent client service: “Firms must not only provide an exceptional legal product but deliver that product in an exceptional manner.” 

Borders also calls attention to Dykema’s set of Client Service Standards—unveiled late last year and reinforced firm-wide throughout 2013—that help ensure that every touch with the client is “timely, responsive and professional”.

To read this article in its entirety, click here.