Lake Wobegone Law Firms
Posted By Rob Millard - 1 Comments -
Lake Wobegon is a fictional US town where "the women are strong, the men are good looking, and all the children are above average." It has been used to describe a real and pervasive human tendency to overestimate one’s achievements and capabilities in relation to others. According to a post titled This Just In: General Counsel Less Than Thrilled With Their Outside Counsel on Patrick Lamb's In Search of Perfect Client Service, the Lake Wobegon effect is alive and well in modern US law firms! A Summary:
Percentage rating the services provided by external legal counsel an "A" :
Inside Counsel: 19% (down from 21% in 2006 and 22% in 2005)
Law firms: > 60%
Percentage who believe that law firms pad their bills:
Inside Counsel: 40%
Law firms: 10%
Percentage who believe that law firms are actively seeking ways to reduce cost of their services:
Inside Counsel: 30%
Law firms: 56%
Percentage that feel that lawyers practicing in law firms make too much money:
Inside Counsel: 40%
Law firms: 9%
Percentage that believed that law firm service levels have improved over the past few years:
Inside Counsel: 30%
Law firms: 70%
There's a slight disconnect here. All the more reason, when contemplating a law firm strategy formulation process, to go out into the market and test empirically what your clients' perceptions of your services are. (Remember also that it is far more useful to do this qualitatively as well as quantitatively, than to just collect "scale of 1 - 5" scores.) If you do insist on using internal perceptions as the benchmark, then considering Patrick's data it is probably safe to assume an over-optimism factor of about 100% - 200%!
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