Sometime last summer, my friend Peter Carayannis of Conduit Law reached out and asked if Conduit could use our Value Adjustment Line on Conduit’s invoice. We were thrilled to say yes, much as our friends at Summit Law Group...more
Valorem’s Director of Operations just received a letter from a firm vendor that very carefully explained Net Promoter Scores and the importance of the company of receiving a 9 or 10 (on a 10 pt scale). The letter went on to...more
The wheels in my brain are still slowly moving, so here’s more of what’s on my mind.
- I hate it when lawyers or firms “publish” “articles” that refer to “reports” without identifying them or linking to them. These...more
Some things make my blood boil. Consider these quotes from Part 4 of Pam Woldow’s recent 4-part series, Cutting Corners. The series discusses whether use of Legal Project Management and Legal Process Improvement encourages...more
Regular readers know that Jeff Carr, the General Counsel of FMC Technologies, is my mentor, my client and my friend. Our relationship evolved in that order. I am very proud of each of these steps in the growth of our personal...more
Michael Rynowecer writes as “The Mad Clientist” and his latest post, Outtakes for the Client Service Laboratory makes you wonder just what kind of drug-induced haze so many seem to live in. Take these two examples...more
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