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A General Counsel's Dilemma: To Please or Not to Please

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The idea of delighting your customers is rarely questioned in business. From frontline customer service reps to in-house legal teams working with ‘internal clients’, most of us believe that success means pleasing our clients.

In fact, 73% of general counsel agree that success requires pleasing clients, according to Gartner’s 2019 General Counsel Personal Effectiveness Diagnostic.

But what if this doesn’t hold true? Or worse, that focussing on pleasing clients can actually undermine GC performance?

Next Door Legal: An interview with Eduardo Ramirez, sole counsel at Convert

Eduardo Ramirez is sole counsel at Convert.com. A purpose-driven, fully distributed software company with team members spread across 18+ countries. It’s the first software company we’ve seen that actively screens (and fires) its customers, and operates as a ‘Holacracy’ where the team members hold multiple roles based on their skills, rather than official job titles. Eduardo’s story covers one of the most unique in-house legal roles we’ve come across.

Featured Panel Member: Colin

“I am old enough to have been practising during the dot com bubble “tech wreck” of the late 90s and the GFC of 10 years ago. I have never seen anything like the current crisis.”

And with that, we set the scene for our latest profile with Colin – a senior commercial contacts lawyer and former general counsel who, like many of us, is navigating the COVID-19 crisis for both his clients and his own practice.

 

"Best legal related snippets I have read/watched in ages."

— Caroline Ferguson, Business Transformation Manager at Simpson Grierson.