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Dream Big. Why Not?

As a young boy, I vividly remember following Bobby Kennedy’s Presidential campaign. Like his brother Jack, Bobby was greatly admired in my Irish-American household. His death was met with great sadness. I sat riveted during...more

Email Etiquette: Think About It From Your Client’s Perspective

I just spent a couple of minutes looking for the telephone number of someone who sent me an email. No big deal, except that if it is your client’s time spent looking for your number, it is a big deal. If you do something...more

Econ 101: If You Increase Expenses More Than You Increase Revenue, Profits Will Be Lower

You just can’t make this stuff up. A recent ABA Journal article, Some law firm leaders question associate pay hikes amid tepid year, caught my eye. The Peer Monitor report stated: Firms were squeezed by a perfect storm...more

An Example of Where Elite Businesses Go, But Law Firms Fear to Tread

The title is simple enough: success = experimentation. Here is Peter Diamandis’ thesis: Today’s most successful companies, the ones that are “crushing it,” started as a series of crazy ideas, followed by experiments to...more

A Personal Reminder About the Value of Experience

On Saturday, I was sitting in my home office and I heard an episodic beeping sound that sounded like a smoke detector with a battery that needed replacing. I checked all the smoke detectors and none were chirping, so I...more

GE, Like McDonalds, is Outsourcing Some Corporate Functions. How Soon Before It Happens With Law Departments?

My last post recounted McDonalds’ creation of its own ad agency and posited the question whether bespoke law firms could be far behind. Enter GE. Yes, that GE. According to CFO.com, GE is transferring about 600 of its...more

McDonald's Creates its Own Ad Agency. Can Bespoke Law Firms Be Far Behind?

Several years ago, I was part of a proposal to a large tech company to create a custom, build-to-suit, build-to-serve law firm to handle the company’s IP work. The company showed interest, but ultimately it was too big a...more

Lead Change or Hang On for Dear Life

Change is. Years ago, many people debated whether the legal industry was changing. Truth be told, the debate was silly. Change is. The only question is the speed of change. It used to be slow. It took years to move from...more

Some Thoughts on the Importance of Word Choices

There are lots of articles about jargon. Apparently, people don’t read them. There are lots of articles advising people to use short, simple words. People ignore them at their peril. Calling someone a xenophobe or a...more

The Myth of Bigger as a Strategy

Seth Godin had an insightful post in his blog today, Bigger for?. He writes about the pains of checking into a huge hotel, where no one knows your name, there is always a line at check-in and the gym is full at 5 in the...more

“It’s just $10 an hour.” Not quite.

I was having lunch with a friend a few days ago and we started talking about the legal industry’s move to pay starting lawyers $180,000 a year. Plus benefits. To me, salaries of this kind are the product of the criminally...more

Leveraging Lessons Learned is Like Turning on a Light

If you learn a lesson, you are unlikely to repeat the mistake you made. Consider this like turning on a flashlight while walking around in the dark. It helps you avoid running into a piece of furniture. If you learn a lesson...more

Are e-auctions the ticket to lower legal fees?

According to Bloomberg BNA, Honeywell General Counsel Katherine Adams has determined that e-auctions are the ticket to lower legal fees. For those unfamiliar with the process, an e-auction is where the the corporate counsel...more

Pinnache and Pizzazz or Milquetoast and Vanilla

Some people speaking with style. Some put you to sleep. Most law firm websites are the latter. Law firms are so afraid of offending someone that they fail to capture the hearts of anyone. We’ve tried to be the former, to let...more

Words of Client Service Wisdom from Mad Men’s Don Draper

I ran across an infographic in Inc. that captured my attention—16 Brilliant Marketing Quotes from Don Draper. As a fan of the show, how could I not read the quotes? As I read them, I couldn’t help wonder if the lines from the...more

6/10/2014  /  Business Development

Great insights on patchwork mentors

The latest insight from my partner, Nicole Auerbach, in her monthly feature, Insights From The Corner Office (even though she voluntarily gave up her corner office for more windows and a better view)...more

Customer Service Insights from other industries

I have often observed that when presented with an idea from outside the law, lawyers are almost reflexively dismissive. After immediate dismissal of such ideas, lawyers then tend to exercise their legal skills to develop...more

3/18/2013  /  Business Development , Marketing

Another example of “just not getting it”

The prior post contains a link to a story discussing one of Disney’s key philosophies–”It’s not my fault, but it is my problem.” When a park patron shares a problem with a Disney employee, it doesn’t matter that the employee...more

Corporate Executive Board identifies 9 efficiency trends in legal

I ran across a terrific post by Sampriti Ganguli of Corporate Executive Board, 9 Efficiency Trends to Watch for in Legal. The author identified the source of the conclusions drawn "As we reflect back on this past year, it’s...more

Non-help help worse than no help at all

Sadly, most of my worst customer experiences come from my preferred airline. It’s sad because I fly. A lot. You might think that being an elite flyer for the past 15 years might count for something, but then again airlines...more

Making the most of meetings – Bill Clinton style

Scott Curran, the Deputy General Counsel of The Clinton Foundation (yes, that Clinton Foundation), was this year’s first guest speaker at Valorem’s “Lunch With a Cool Person.” The mug presented to Scott confirms he is, in...more

2/18/2013  /  Business Development , Marketing

Some insight into the value of great client service

I received an email from Michael Rynowecer of BTI Consulting which provided an interesting insight. There has been a number of reports about large law firms losing market share and otherwise performing poorly....more

1/14/2013  /  Business Development , Marketing
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