A few years ago, I asked a client about what he looked for in an in-house counsel and his answer changed how I thought about my job. He told me that he wanted more from his in-house counsel than just legal analysis. To my surprise, he wanted his in-house to provide him with a recommendation as to how the organization should proceed. When I heard this, it dawned on me that if I ever wanted to serve as an in-house counsel, I would have to change the mindset I had developed while serving as an outside counsel. I would need to transition from a role as a legal advisor and become a strategic business partner.
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So, you work in the company’s legal department. You do not have direct contact with the company’s customers. Customer service is not an issue you have to be concerned about, right? Wrong.
Providing top-notch, first-class customer service should matter to everyone regardless of direct customer contact. Even if you don’t work directly with customers, you work with employees who do. It’s your job as in-house counsel to assist and support these employees, so it only makes sense for you to consider them as your customers.
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