Press Releases
December 27, 2018

Stites & Harbison Recognized as Client Service Leader in BTI Client Service A-Team 2019

by Stites & Harbison, PLLC


LOUISVILLE, Ky.—BTI Consulting Group recently selected Stites & Harbison, PLLC as a client service leader in the prestigious BTI Client Service A-Team 2019: The Survey of Law Firm Client Service Performance. In-depth interviews with more than 350 corporate counsel at Global 500 and Fortune 1000 companies were conducted by BTI for the 2019 results. BTI’s Client Service A-Team is regarded as “the gold standard to assess how law firms honestly stack up in client service and delivery.”

“We are honored to be named to the BTI Client Service A-Team for a second time in five years,” said Robert M. Connolly, Chair of Stites & Harbison. “It confirms our uncompromising commitment to client service embodied in a book written by the firm more than 20 years ago — The Ten Imperatives of Quality Client Service.”

The BTI Client Service A-Team is the only law firm ranking based solely on direct, unprompted feedback from corporate counsel. BTI conducts its confidential phone survey of general counsel at large organizations with $1 billion or more in revenue representing more than 15 industry segments. Survey respondents share which law firms that they consider the best at performing BTI’s 17 activities proven to drive superior client service and honors the highest scoring firms in its annual guide. The 17 critical activities include:

• Commitment to Help

• Client Focus

• Understands the Client’s Business

• Provides Value for the Dollar

• Legal skills

• Quality Products

• Meets Core Scope

• Keeps Clients Informed

• Deals with Unexpected Changes

• Handles Problems

• Breadth of Services

• Advising on Business Issues

• Unprompted Communication

• Brings Together National Resources

• Deals with Complexity

• Anticipates the Client’s Needs

• Innovative Approach

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