Client Service and Collaboration
GSB’s Client Service Philosophy. As a firm, we aspire every day to provide exceptional client service as defined and judged by our clients. To accomplish that aim, we believe the whole is greater than simply the sum of its parts. We know that the experience, knowledge and counsel available from the collective group of professionals magnifies each individual’s ability to help clients succeed. Our approach to client service and collaboration encompasses:
Identify and Understand
Identifying and understanding the client’s needs, objectives and any constraints in seeking our assistance. We systematically seek those in the firm with direct or related experience and industry knowledge as we determine how best to staff specific matters.
First and foremost, we deliver on our clients’ expectation of excellent legal work, promptly and efficiently. As needed, this may involve non-traditional resources such as use of the firm librarian, non-lawyer professionals, and/or resources outside the firm such as vetted third-party professionals.
Augment; Report and Repeat
To deliver more than excellent legal work, we encourage and empower GSB attorneys and staff to seek opportunities to bring insights, information or other value that the client finds useful. This has involved “lessons learned” sessions, client educational events, in-house trainings, current event updates, and other forward-looking discussions designed to provide more than simply handling the matter at hand.
To achieve the level of client service we desire, we also routinely examine questions designed to help the client and firm improve their respective operations. We ask: what other opportunities are there to help the client succeed? What threats must be mitigated? What plans must be laid for the future? How can we serve the client more efficiently and successfully? Often these questions are examined in a frank discussion with key client representatives at the conclusion of a matter.