See "The 12 Rules of Client Service," from J.D. Hull at What About Clients?, which begins --
The goal of the ... 12 rules is to align the interests of clients/customers and service providers to the fullest extent possible. The rules are not perfect, and can be improved. But this model works--if you work at it. If you follow these rules by building a disciplined culture at your shop where they are enforced and kept alive, your clients and firm both benefit as you go along.
Required reading for all lawyers!