It’s 9 p.m., and a demanding client email pings your inbox. Your team is stretched thin, and you want to protect their time, but this is a key client. How do you navigate these pressures? Sometimes, the old adage, “The client is always right,” can feel like it’s in direct conflict with the more modern law firm’s refrain: “People are our most valuable asset, and we need to protect their well-being.” As law firms continue to drive well-being as a core part of their culture initiatives, we have been hearing from countless partners about the tension this creates with client service expectations.
The challenge for law firms and their partners who manage client relationships lies in attempting to harmonize these principles. The answer isn’t to accommodate every client’s demand without thinking. Instead, a balanced approach is required to understand client needs while protecting the professionals meeting them. With solid leadership, achieving this equilibrium creates a win-win for law firms and their clients.
