Development of a New Service Strategy

G. case 5: Smith and Jones Solicitors (chap 15)
Develop a new service strategy for Smith and Jones by preparing a report outlining your proposals to help change and develop the business:
1.Evaluate the current service concept.
2.What is driving the change in strategy?
3.How could John differentiate his firm from the competition? 
4.What changes would he need to make to the operation?
5.What happened next?