Once you set an expectation that you’ll listen to clients then there is an unwritten contract to act, says Graham Archbold.
In the briefing call ahead of the client interview, the relationship partner explained that regulatory work was constant but litigation had trailed off to a trickle. The partner wasn’t too concerned because maybe the client (FTSE-listed and spending £400k annually with the firm) was enjoying a relatively uncontentious period of business.
When it came to the feedback, the General Counsel glossed over the problems.
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