■ SERVICE EXCELLENCE
Strengthening Every Client Interaction
Targeted Business Professional Training for Client-Facing Roles
Foley has made it a priority to deepen our culture of service excellence because it can set us apart in a competitive legal services market. The foundations we identified as necessary for achieving service excellence are Connection & Engagement, Effective Communication, Consistency & Predictability, and Continuous Improvement.
Our Talent team plays a key role in providing guidance on these attributes through trainings and communications, integrating service excellence into our competency frameworks, performance evaluations, and feedback surveys, and recognizing those who exemplify our client service values.
Maintaining a client-first mindset ensures that every interaction with our clients — both external and internal — is exceptional. In 2025, Foley strengthened professional development for business professionals through targeted service excellence training focused on practical, day‑to‑day behaviors that directly support high‑quality client service. Grounded in Foley’s Client Service Excellence Framework, the training emphasized effective communication, consistency and follow‑through, collaboration, and anticipation of needs. Through interactive learning, assistants, billing professionals, and other client‑facing teams applied these behaviors to real‑world scenarios, while centralized Assistant and Business Professional Training Catalogs made learning easier to access and more consistent across the firm — helping managers and employees identify the right training at the right time. Together, these efforts reinforced shared expectations around ownership, accountability, and proactive service, enabling business professionals to translate firm values into everyday actions.
Foley also refreshed its Talent Framework for business professionals to translate investment in development into clearer expectations, greater consistency, and stronger alignment with the firm’s service excellence attributes. The updated framework establishes a shared language around performance and growth, reinforcing what success looks like across roles. Embedded into coaching, development, and manager‑led conversations throughout the year, the Talent Framework now serves as a practical, everyday tool that supports high performance and consistent client service across the firm.
Live webinar training sessions hosted
Attendees trained on new reservation platform and modern workspace
Attendees total for CLE and non-CLE programs held for attorneys
Attendees total for live PEAK partner training sessions
One‑on‑one coaching sessions conducted
Key Talent Programs That Support Professional Development
PEAK Partner Training
This comprehensive curriculum of programs and resources expands upon the firm’s existing training offerings to meet the unique professional development challenges of our attorneys who are more established in their careers. Consisting of both live sessions and on-demand modules, PEAK (Partner Excellence Actionable Knowledge) focuses on refining the key attributes of a successful Foley partner, including a vision for cultivating a vibrant, growing practice grounded in robust client relationships; capacity for leading diverse teams; a passion for developing and mentoring talent; and a pattern of firm stewardship seen through living Foley’s core values. Click here to explore the full range of Foley’s tenure-based attorney training.
Business Professional Enrichment Program
Foley’s Learning & Development team created and launched enrichment programs for both assistants and managers and later extended professional development opportunities to all of our other business professional teams. By partnering with LinkedIn Learning, which offers expert-led courses, the Business Professional Enrichment Program provides specialized and comprehensive educational content for each group, allowing them to develop and grow their skills in a variety of areas.
In-House Executive Coaching for Attorneys
We offer all of our attorneys confidential coaching sessions with an in-house certified executive coach. They can utilize coaching services to help achieve individual objectives in the following areas: career planning and advancement; productivity and time/project management; practice/business development and/or client management; leadership development, people management, and team-building; effective interpersonal communication and relationship-building; well-being and stress management; and mindset and presence. Foley’s attorney coaching services support higher performance in service of clients by strengthening leadership, communication, engagement, strategic focus, and professional judgment.
Attorneys consistently describe coaching as a differentiator in Foley’s professional development approach, stating:
Attendees total for technology trainings
CLE and non‑CLE programs held for attorneys
Attendees total for non-partner practice, tenure‑based, and onboarding programs
Attorneys utilized coaching services
Firmwide programs hosted in recognition of cultural heritage months
We are an incredibly forward‑thinking firm to have invested in our people in this way — it’s a true differentiator and reflective of how our culture has evolved as we’ve grown.”
Coaching provided another perspective that helped me set goals, stay accountable, and be more intentional about how I contribute to the firm and support my team.”