Michael Rynowecer, head honcho of BTI Consulting, interviews top legal decision makers on a regular basis.

One of his signature reports is the BTI Client Service All-Stars, which is just what it says it is: a list of mostly Big Law partners singled out, unprompted, by clients for their excellent client service. In the latest edition of his newsletter, The Mad Clientist, Rynowecer uses the All Stars to make a few points. “So many attorneys see the deluge of changing regulations and new client needs as a head wind — slowing them down — the BTI Client Service All-Stars see these events as a tail wind,” he writes. “Another chance to move out in front.” He points to five traits that drive the excellence displayed by the All-Stars: 1. Solutions Instead of Scope (“Skilled at anticipating needs, BTI Client Service All-Stars put together teams and resources to meet a multitude of client needs — without ever being asked.” 2. Simplifies (“Clients love emailed recommendations they can forward to their bosses in the C-Suite and Business Units. These are short, clear, and contain minimal legalese.) 3. Practical (“It’s all about immediate impact. The BTI Client Service All-Stars avoid theory and stick to step-by-step actions with a focus on the here and now.”) 4. Situational Responsiveness (“Any regulatory change — especially those impacting revenue, workforce, and technology — can result in a call from the C-Suite. Clients have short windows to respond — and BTI Client Service All-Stars find ways to meet the urgency — bringing in other firm resources whenever needed.”) 5. Bringing the Best (“Pandemic era capacity constraints and law firm ghosting left clients concerned about who is performing their work. Not true with the BTI Client Service All-Stars in charge — each one takes the time to explain who and why an attorney is working on their matters — and ensures clients learn all this before the invoice arrives.” Read more at The Mad Clientist.