Client Services

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How to Deal with Feedback

The single greatest truth in any client feedback effort is simple: If you are not prepared to act on the feedback, don’t ask for it. In every client feedback program—whether we are conducting the interviews ourselves...more

AFAs Are Finally Catching On, But So Much More is Possible

Michael Rynowecer of BTI Consulting had a great, must-read post today on his Mad Clientist blog. In the post, which I strongly recommend, Michael makes these points: I get a picture of Samuel L. Jackson staring out from the...more

A GC’s Guide to Winning (and Keeping) Business

In my career, I have had the opportunity to be general counsel for a bank holding company, a large state medical center and a state bar association. Each entity was different in terms of its leadership and operating...more

10 Tips to Score a Perfect “10” with your Corporate Clients

As outside litigation counsel, we are often brought in to represent new clients when they are on the receiving end of a fresh lawsuit. Jumping in to get a handle on the matter is key, but taking time to get to know your...more

Law Firm Business Development: Take a Team Approach

We encourage each of our individual clients (Partners, Associates, and Counsel alike) to develop individual business development plans. We also continually emphasize the importance and value of teamwork in business...more

What’s the big deal about China?

Well, first of all, China IS big. With nearly 1.5 billion people and an economy whose growth has outpaced that of the U.S. more than three-fold since 2011 according to the World Bank, China has been a ‘hot topic’ for years....more

Game On: A Fresh Take on Business Development Training

We play and watch games throughout our lives. Own a frequent flyer card? You qualify as a player. Buy an occasional lottery ticket? Play recreational sports or video games? Yep, you’re a player. Games are everywhere in our...more

The CRM Foundation

Once you have a concrete strategy and have formed a plan, you need to build a solid foundation for long term CRM success. Doing this type of ‘groundwork’ will ensure that your CRM implementation and structure will stand the...more

How to Ask for Work

“Teach me how to close…I need help with ‘the ask’.” This a common request from many of my new coaching clients. Many come to me with reasonably healthy lists of good quality contacts. They seem very well connected, go to...more

Hindsight 20/20: What I’ve Learned from Successful CMOs

Many of you are aware that I was in the CMO role for over a decade. It was not without its challenges, and there were moments when it felt like pushing a boulder up a hill, but I really loved the position. I loved being in...more

Choosing Your CRM Builder

Selecting the right team to build your house is essential. We’ve all heard horror stories about dealing with bad contractors. Without the right building partner, you are likely to get a house that takes longer and costs more...more

Help Your Clients with Spring Cleaning

As the weather warms, I find myself wanting to do household spring-cleaning chores while also dreading the effort. I long for a day to pack away winter coats and make room for lighter, brighter clothes in the closet, to...more

The Crucial Difference in Real Deadlines and Perceived Ones

In a recent client feedback interview, a deputy general counsel told a common story. He had all but forgotten the Thursday deadline for a filing in a litigation matter of medium importance. His regular outside litigation...more

The Client Contact You Need to Know

Not long after I made the move from law firm practice to general counsel at a Texas financial institution, I observed that the senior executives at our holding company (the key decisionmakers) all had internal people within...more

Book Review: ‘Creating a Cross-Serving CultureShift: Mastering Cross-Selling for Lawyers and Leaders,’ by David Freeman

No one will disagree that it is often easier to get work from existing clients than from prospective clients, yet huge obstacles to cross-selling still existing in law firms. In his book, Creating a Cross-Serving...more

Be a Resource—Not a Roadblock

In some businesses, clients view their lawyers as impediments to making things happen. Those clients often work with outside counsel who throw up roadblocks and tell them why something won’t work instead of seeking a solution...more

The CRM Architect

Because building a home - and configuring a new CRM system - are complex projects, for both, it typically makes sense to bring in an expert to help plan the project. Just as it makes sense to hire a skilled architect to...more

Bad News Doesn’t Get Better With Time

Not too long ago I interviewed the CFO of a Fortune 1000 company who told me, “You picked a bad day to come visit me.” My response: “Great, I am glad we have something to talk about!” He then explained the background. Outside...more

A quick email fix for nicknames.

Are you a Bob or a Robert? A Dick or Richard? Beth. Bill. Bob. Dick. Drew. Gene. Jerry. Lainie. Liz. Ted. Tori. Marketing is about clear communication.  Good marketing makes it easy for your clients and prospects to...more

Lateral Recruiting: Improve Your Success Rate by Asking the Right Questions

When it comes to lateral recruiting, it goes without saying that most firms aspire to improve their success rate. In the Above The Law article “6 Tips for Smarter Lateral Hiring,” author David Lat quickly prioritizes asking...more

Law Firm Business Development: Share Insights

Many of our clients ask us to help them with presentation skills and we’re more than happy to comply because this is an important skill to develop. But, there is a time and a place for “presenting.” I contend that presenting...more

Feminenglish Part III: Causes and Consequences

Our current series of posts about Feminenglish, that peculiar deferential language female lawyers and business women have learned to speak in meetings with men, and last year’s related series about how men tend to grab the...more

“We just raise them every year.”

Great article by Sara Randazzo in today’s Wall Street Journal, Legal Fees Cross New Mark: $1,500 an Hour. Set aside the wisdom of such rates when firms provide discounts on demand and realization rates average near 80%. What...more

A special note of thanks to our clients

I wrote my first blog post on April 10, 2005, and I have published 968 posts since then. To be candid, not all of the posts related to client service issues, the blog’s name notwithstanding. But a good many of the posts have...more

Is the time coming when an innovative Law Department will custom design its law firm?

Most complain that their law firms are not meeting their needs. Some law departments bring work in-house. Some change law firms. But the problems persist. Outside the law department, companies solve this kind of problem by...more

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