In-person meetings, satisfaction surveys and follow-up calls helped Buchanan Ingersoll & Rooney make significant gains on the 2012 BTI Client Service A-Team report, noted Law360 in an article published November 30, 2011. The jump in rankings — to 93rd overall — earned the firm a place atop the list of most improved client service.

“I have emphasized the need to focus on client satisfaction with the lawyers in the firm at every possible opportunity,” Buchanan Ingersoll & Rooney CEO John A. "Jack" Barbour told Law360. He said he tells Buchanan's lawyers, “Don't be satisfied that you think you did great work; ask the client and see what they say you can do better.”

In an email to the firm, Barbour thanked attorneys for their efforts and attention to servicing client's needs and concerns.

According to the president of BTI Consulting Group, "[The most improved firms] made very conscious decisions to implement large-scale client service initiatives that are very far-reaching. They've made it clear that [client services] are central to their strategic initiatives, and it pays off on a systematic basis."