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Client Service at Fraser and Stephens (A)

By:
 Ashish Nanda and Monet Brewerton  
Product number:
HLS 10-28
Length:
6 pages
English:
PDF
Product Type:
Discussion-Based Case Study
Link to Faculty Author Page:
Educators / Non-Profits:
Revised:
June 28, 2012

Abstract

This case presents three situations at the mid-size law firm Fraser and Stephens. In the first vignette, an irate general counsel (GC) of an important client complains to the firm chairman about the attitude and commitment of a relationship partner. The second vignette looks at the firm's approach to proliferating work from a client. In the third vignette, the lead partner on a matter has to decide how to react to the discovery that the client has quietly hired a co-counsel.

Learning Objectives

Together, the vignettes highlight the challenges related to serving clients in professional service firms and raise the question of what is required of a firm and its partners to be client oriented and service focused.

Subjects Covered

Professional Services, Business Strategy, Leadership

Setting

Geographic: United Kingdom

Industry: Law Firm

Event Year Begin: 2005

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