Mega-firms must not forget the human element. In a recent article where Jack Ma, the CEO of Alibaba, was interviewed,
he mentioned that he believed that there were some jobs that would never be given over to AI because some things inherently rely upon human interaction. It goes back to customer service basics: treat others how you want to be treated, use active listening, and be courteous enough to return phone calls and emails (because clients can and do go to other firms; the number one bar complaint? Bad communication.
Will One Philadelphia Mega-Firm Consume the Others?
Only time will tell whether one Philadelphia mega-firm will consume the others. If it happens, it will be because the managing attorneys truly understand the importance of keeping the human element in the practice of law and learn how to properly scope out their competition to better serve the marketplace.
Tell us what you think in the comments. What would it take for a law firm to get your business?
