In 2019, the Next Big Thing defined and structured Service Metamorphosis 1.0 – Driving Performance Improvement. A cornerstone of 1.0 was establishing the four stages of “Service Metamorphosis” and designing a comprehensive assessment tool so firms could analyze where they fall within the four stages. It was focused on how to build or improve your law firm’s service ethic and culture – and how to make it more measurable, accountable and predictable to your clients.
In 2020, we are doubling-down on “Driving Performance Improvement,” and are focusing on “What Clients Want.” The only way for service to drive law firm performance improvement is to rethink, redesign and restructure the delivery of legal services based on how clients want them delivered. The solution-finding and pathway to improvement must be collaborative or the universal areas of difficulty for law firms will impede your progress and potentially sabotage your client relationships.