In a consulting firm like ours, it is crucial to bring together the best professionals to foster an exceptional client experience and provide access to the best possible solutions and the most value-creating collaborations.
“At our firm, it’s a given that our lawyers are proficient in the law. This doesn’t differ from how other law firms hire, I believe. However, even the best specialists can be challenged when it comes to delivering an excellent client experience that adds extra value to the advice clients receive. This is where 360 Law Firm focuses when investing in the right colleagues as we grow as an organization,” says Mette Gade, CEO of 360 Law Firm.
Clients Should Easily Access Solutions to Complex Legal Issues
When a client collaborates with 360 Law Firm, it often involves interaction with a single contact person to make the customer experience as straightforward as possible. This principle is only deviated from if the client explicitly wishes to receive direct advice from a specialist instead of the regular contact person.
“At our firm, it’s not about clients needing to know our organization to get the best advice. Clients should only focus on presenting their legal challenges to their regular contact person. We have structured our organization so that the contact person’s understanding of the client’s organization and specific situation is implemented when we work behind the scenes across teams and expertise to create the optimal advice.”
The Right Employee is Aware of the Bigger Picture
“Therefore, each employee must also see themselves and their role within the larger contexts when delivering legal solutions and advice. This includes collaboration across our organization when it adds the most value for our clients, rather than working in fixed, smaller teams around specific areas of expertise. At the same time, our employees must see their legal solutions in relation to our clients’ businesses, organizations, and industries to succeed.”
“Our employees must be prepared to deliver solutions that not only respond to specific inquiries but also foresee commercial challenges and opportunities. This way, we can add extra value to our clients by providing answers within the larger commercial context, both within our firm and for the client. Therefore, everyone at 360 Law Firm understands the importance of the contexts in which we and our solutions operate.”
“We Must All Deliver the Industry’s Best Customer Service”
“In an industry historically focused on a consultant-client relationship, we have chosen to view the relationship as a consultant-customer relationship. This might seem like splitting hairs, but it’s a strategic choice because we aim to deliver the industry’s best customer service.”
“For us, this means that as a client, you don’t just bring a single problem to be solved. We prefer to engage in long-term collaborations that can strengthen our clients’ commercial activities through value-creating advice. It’s more likely to build long-term relationships with a provider when treated with respect for who you are and what you represent, rather than fitting into a rigid solution model typical of a classic client role that represents a legal problem rather than the opportunities seen when viewed as a whole, not just a single case.”
“That’s why we also focus on changing the perception of not just ourselves but the industry, from being consultants to also being service companies. An important step in this respect is cultivating good customer relationships through good old-fashioned customer service, which we are all accustomed to in other contexts, both as private individuals and as representatives of the companies we work for when purchasing products or services – and that includes consulting,” concludes Mette Gade.
When a client collaborates with 360 Law Firm, it often involves interaction with a single contact person to make the customer experience as straightforward as possible.
