Law firms occupy a unique position in the business world and being a truly people-based business, their facilities needs are often more demanding and more complex than other industry sectors.
From the moment a potential client walks in the door, they are already judging the firm more heavily than a product-based business and with the fees law firms command; they are looking for superlative customer service.
Good Facilities management is key to delivering this as all core service lines have a marked effect on customer service; from how secure the building is, to the quality of receptionists to the standard of cleanliness in the office to the effectiveness of the air conditioning. If anyone of these is below par, the reputation of the firm’s commitment to clients can be called into question.
Outsourcing FM to a specialist provider can help improve service delivery by retaining existing FM teams and providing further training, access to best practise and experienced account managers. A single point of contact and accredited engineers will protect business critical systems and maintain optimum working conditions within the building.
What a tranformation in attitude by law firms over the last 20 years. I vividly remember my first visit to a law firm who were to represent me in a famikly matter – to be met with a beautiful reception and library. But everywhere else was threadbare – walls and carpets.
Fast forward to the 21st century when I managed service delivery of soft services to one of the big 3 international law firms to be confronted with luxurious decor, gleaming glass & chrome and the obsession that since they were charging clients at a minimum of £300 per hour (provincial rate) everything had to be perfect at all times.
Its amazing what “no win, no fee” can achieve