Earlier this month, I was invited by the Executive School of Management, Technology and Law at the University of St Gallen in Switzerland to deliver a keynote presentation on the topic of whether ‘client’ or ‘customer’ is a distinction with or without meaning.  Although I had mulled this over many times before, this was the first time that I had really given it any sustained thought.  I was slightly surprised by my conclusion!  I had previously been of the view that it was largely a matter of personal preference (or prejudice), but in the end lawyers sold and – whatever they were called – others bought, and the label didn’t really matter.  I’ve now come to the view that it really does matter. Continue reading →