The Recorder
Vol. 130, No. 242
Copyright 2006 by American Lawyer Media, ALM, LLC
December 14, 2006
CALL FOR SERVICE: SURVEY FINDS ONLY A THIRD OF CLIENTS WOULD RECOMMEND THEIR
FIRMS
NEWS
By Zusha Elinson
Corporate America isn't very happy with its law firms. In fact, only 32 percent of executives responding to a recently released client service survey said they would recommend a firm that worked for them.
'Overall client satisfaction is very low,' said Michael Rynowecer, president of BTI Consulting Group, which released its sixth annual survey earlier this month. 'By focusing on who does well, you learn what can be done to improve that.'
Two homegrown California firms -- Morrison & Foerster and Latham & Watkins -- landed on the survey's top 30, as did two other firms with California blood, Reed Smith and Morgan, Lewis & Bockius.
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MoFo also placed at the top of another list in the BTI survey: the most arrogant law firms. MoFo ranked sixth among the firms 'most often cited as being most arrogant,' behind New York firms like Cravath, Swaine & Moore, Sullivan & Cromwell, and winner Skadden, Arps, Slate, Meagher & Flom.
'We're not proud of that, though we are in good company,' said Wetmore. 'It is not a surprise and it is something we are trying to change in the other direction.' The perception of arrogance stems from refusal to take on work, high fees, poor experience on the other side of a matter, and 'direct advice to the minority of clients who want advice sugar-coated,' according to the survey.
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