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.
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.
Professional Services, Business Strategy, Leadership
Geographic: United Kingdom
Industry: Law Firm
Event Year Begin: 2005