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News Article

Womble Carlyle Scores Highly on National Client Service Report

December 17, 2010

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For more than 130 years, client service has been the guiding principle behind Womble Carlyle’s legal practice. Now, an independent authority agrees that the firm is a legal leader in client service.
 
The BTI Consulting Group’s 2011 Client Service A-Team Report ranked Womble Carlyle #62 in the country for client service, up from #190 last year. This jump reflects several new client service initiatives put into place at Womble Carlyle.
 
Womble Carlyle was singled out for praise in numerous areas, including: “Provides Value for the Dollar,” “Innovative Approach,” “Client Focus,” “Commitment to Help,” “Understands Clients’ Business,” “Legal Skills,” “Quality Products,” “Deals with Unexpected Changes,” “Handles Problems,” “Breadth of Services,” “Helps Advise on
Business Issues,” “Brings Together National Resources,” “Regional Reputation” and “Keeps Clients Informed.”

In fact, in the 17 sub-categories BTI graded, Womble Carlyle was noted for distinction in 14 of those areas.

“While we always strive to improve our client service, we are pleased that BTI has taken notice of our efforts,” said Press Millen, Chair of Womble Carlyle’s Client Development Committee. “However, our client service efforts aren’t driven by external rankings, but rather by the desire to meet and exceed the expectations of the clients who ultimately pay our bills.”

Womble Carlyle’s recent client service efforts include:
  • The FMC/CEO Meetings. Members of the Firm Management Committee have conducted off-the-clock meetings with top executives of firm clients to discuss ways to improve service.
  • Alternative Fees. Taking the lead from clients, Womble Carlyle has been proactive in developing and implementing flat fee and incentive-based fee structures. While other firms are talking about alternative fees in the abstract, Womble Carlyle is regularly putting them into use.
  • Regular, Firm-Wide Client Service Campaigns. In these campaigns, all attorneys, with the support of Womble Carlyle’s Client Development Department, are encouraged to hold off-the-clock meetings with existing clients. Since we know that what gets measured is what gets done, we track the progress of these meetings, and reward those who participate.
This isn’t the first time Womble Carlyle has been praised by BTI. In both 2006 and 2009, Betty Temple was honored as a member of the BTI Client Service All-Star Team. Temple was the only attorney in South Carolina—and one of just 176 worldwide—to make this list.