General counsel don’t have time to read pages-long client alerts they get from law firms. But a short, personalized message on a relevant legal issue might get their attention and, perhaps, a follow-up phone call.
In-house leaders offered this and other insight into their likes and dislikes in a panel discussion held Tuesday. At the University of Denver Sturm College of Law, the Denver group of the Legal Marketing Association gathered four Colorado-based general counsel to speak in a presentation titled, “Delight & Despair: How Law Firms Deliver Excellent Service, and How They Drive General Counsel Crazy.”
Jason Lynch of investment firm Foundry Group moderated the discussion with Jennifer Grafton of Westmoreland Coal Company, John Fischer of Natural Grocers and Liza McKelvey of Cochlear Americas.
‘Show that you care about me, not just my company’
According to the panelists, law firms would do well to take an interest in all of the in-house lawyers they work with, and on a personal level. If they allow one of the client’s key team members to feel left out, they might imperil the client relationship.