"The customer is always right” is a mantra most of us are familiar with,

but providing exemplary service to clients within legal requires

direction, advice, transparency and much more. In an increasingly

competitive landscape, law firms need to recognize the needs of their

clients and how every aspect of their operations affect clients. Four

members of ILTA's Business and Financial Management Peer Group shared

their insight on this topic. Here is our interview with Michelle Mahoney, Director of Legal Logistics at King & Wood Mallesons.

Visit the ILTA website to hear each participant's interview.