Client Service and Cost Control

At Nossaman, we know superior client service is essential to our clients and we work together to deliver it. From putting clients' needs first and understanding their businesses, to being responsive and delivering good value, we work proactively to achieve clients' goals. The loyalty demonstrated by our clients is a testament to this approach. Many have been with us for decades and consider us an integral part of their team.

Nossaman's proven high standard of client service was recognized in a comprehensive national survey conducted by The BTI Consulting Group, the only client service ranking in the legal industry based solely on direct, unprompted feedback from in-house counsel.

Your Voice Matters

Our commitment to achieving the highest levels of client satisfaction extends beyond our legal work. The Firm's Client Relations Team of trained professional staff conducts regular interviews with clients to assess their satisfaction. We want to ensure that we are exceeding client expectations and to promptly identify and correct any service deficiencies. Our clients tell us that they value the opportunity to provide candid feedback and the process provides a mutually beneficial way to make sure we stay on track.

Controlling Costs

We respect the fact that clients are watching their bottom lines more closely now than ever before. We are constantly looking for creative ways to add value and help control costs. Whether a client needs one of our associates to work in-house to fill a short-term need, onsite training free of charge, or an alternative fee arrangement, we make it happen.

By choosing Nossaman, clients get uncompromising quality at competitive rates. As a mid-sized law firm with specialty practices, we attract top notch legal talent with attractive rates. In addition, we offer a very low ratio of associates to partners. Clients benefit from having senior attorneys with decades of experience perform and oversee work effectively and efficiently.

Communication is also a key in controlling costs and avoiding surprises. We provide frequent, candid communication about policy, strategy, and tactics. We schedule regular communications during the course of a matter and promptly after material changes in circumstances occur. We carefully prepare comprehensive, easy to read budgets to manage matters effectively while providing clients with greater cost certainty. If we foresee the need to make budget adjustments, this is discussed promptly along with any reasonable alternatives. Our invoices are clear and succinct.

Further efforts to reduce costs include:

• Debriefing matters with clients, without charge, for "lessons learned" that could save future costs.
• Maintaining a rich internal knowledge base of briefs, white papers, and other standardized legal documents to avoid duplication and reduce costs.
• Passing along to clients the full benefit of our discounted rates for online research.
• Utilizing video conferencing, online meeting, and webinar technologies, when possible, to reduce travel costs.

As a client, we want to hear from you if you have suggestions on how we can do better. Talk to your Nossaman attorney(s) and request a client service interview, or contact Michael Heumann, our Managing Partner, at managingpartner@nossaman.com.