CLIENT SERVICE
Attending to the needs of the client should be the goal of every law firm and the level at which this service is carried out will ultimately determine the success or failure of the organisation. The knowledge base and skill of the lawyer is important but we are of the strong view that it is more of the way we apply our core values in the management and governance of the firm that will ensure our continued success and growth over the years.
The Managing Partner has considerable authority to manage the office but has no reason to allow anything but the success of the Firm and the client to influence his decisions. The Managing Partner consults with other lawyers on any important matter but nevertheless, he is the final decision-maker on virtually every matter of significance for the Firm. The underlying assumption by all is that decisions are made in good faith, with the best information available, and in the best interest of the Firm. There is, no doubt, a high level of trust involved; very few of our lawyers in the ordinary course would have occasion to have access to the full range of available information that should be considered in making any particular decision, so they rely instead on the judgment of the Managing Partner to make the best decisions possible.
Ours is an international organisation and because of our reliance on a set of values and principles to guide decision-making we assume that most talented lawyers want to serve clients effectively and appropriately, and will do so if not deterred or prevented. In order not to interfere with this natural instinct, we want and expect our lawyers to do the right thing in serving clients, whether that is referring the client to another lawyer in the Firm (or if necessary elsewhere) who is more suited to meeting the client’s needs, or responding without hesitation when asked by a colleague to help deal with a client or Firm issue. In other words, we try our best to make sure that the Firm and its internal processes do not get in the way of lawyers serving clients effectively and efficiently.
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