Client Services

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After Action Assessments: A cornerstone of prevention

Preventing legal problems from ever occurring does not happen serendipitously.  It is a matter of design, intention and execution.  In Life at the Speed of Prevention, we will devote a number of posts to the design of 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

Tips for Maintaining a Positive and Productive Attorney-Client Relationship

Retaining legal counsel can be overwhelming for many clients. The attorney-client relationship frequently begins at a difficult time in a client’s life. As lawyers, we are charged with not only helping clients work through...more

Have your clients had their legal checkup?

In August 2014, the ABA's Commission on the Future of Legal Services set out to improve the delivery of, and access to, legal services in the United States. (Report on the Future of Legal Service in the United States, p.4) ...more

Don’t ignore your client’s complaints

In my personal life, I think that many people think I’m a pain in the rear end. As someone who used to be passive-aggressive, I try to tell people what bothers me and what I want, so there is no more guessing on how I feel...more

The Right Time to Visit a Client

When discussing client relationships and client service with law firm leaders, we are often asked a question I find surprising: When is the best time to go visit a client? Before delving into the answers to that...more

Preventing Data Quality Depression – and Rolodex Rejection

So what do you do if you just can’t seem to get data quality help from within your firm – or if you don’t want to spend months manually cleaning your CRM data? How big a problem is data quality depression really?...more

Is My Partner Stupid? Is My Partner a Thief? Cross-Selling Fears as Obstacles

For years, cross-selling has been seen as the almost unreachable holy grail of law firm business development. Firms know if they can figure out how to cross-sell their services they can increase revenue substantially and...more

When you should step aside and let someone else speak

One of my least favorite days during the year is my birthday because I’ve been accustomed to it being a so-so to a bad day. I took my Criminal Law final on that day during my first year at law school and I was abandoned by my...more

Client Development Tips from an In-House Counsel

I began my legal career like the majority of law school graduates—by joining a law firm as a fresh-faced associate. My primary job responsibilities were to represent the firm’s financial institution clients in litigation...more

Nailing the Fundamentals – Connecting the Dots to Grow a Client Relationship

Solving a client’s business issues if you don’t know the solutions or services your firm has to offer can be like trying to solve a jig-saw puzzle without all the pieces....more

From Sponge to Trampoline: Putting the “Active” in Active Listening

Early in my law firm marketing career, I held an in-house position at a Pacific Northwest law firm of approximately 150 lawyers. I was asked to speak at the firm retreat. I shaped my presentation around the basics: Focus on...more

Have the Millennials Figured it Out?

“Technologically savvy … consistent high quality work output … innovate … fresh perspective … incorporating new technology into our work processes … simplifying our approach … constantly evaluating our approach to projects...more

“Be in the Space You Want to Be in.”

My friend John Chisholm sent me an article on why diversity programs in law firms are failing. (Talk about a small world–An Aussie sending an article from a Canadian publication to a guy in Chicago!) The article includes...more

Solving the High Cost of Litigation, Valorem Style

Litigation costs too much. Why? Because it is overburdened with process and tolerated but unnecessary excess.  And who benefits from the focus on process and needless discovery and motion practice? Lawyers.  Who designs the...more

Clear Writing Makes a Difference

Clear writing makes a difference. For the skeptic, we now have proof. Using 50 readability measures, the study’s authors found that by a huge amount, a more readable, easy to understand brief is more likely to prevail over a...more

The Four Essential Rules of (Zombie) Loyalty

As mentioned in a recent blog post, we at Wicker Park Group love to read and love to share favorites with each other and with clients. Amid the many excellent books that address the client experience, we picked one...more

Law Firm Business Development: Turn “NO” Into an Opportunity!

I talk with a lot of lawyers. And everyone at one point or another has lost business to a competitor. Sometimes, one never gets the opportunity to compete in the first place. The secret to more wins is to turn an objection...more

Plumbing

Once the outside structure of your CRM is solid, it’s time to think about the infrastructure. How will the information need to flow within the system and externally? What types of connections or integrations will need to be...more

Who Will Be The Owners of Law Firms in the Future?

We are often asked what we think law firms will look like in the future. What will the leverage model be? Will the Equity Partner class be larger or smaller? How will the changes in the business impact staffing? These are all...more

Books to Inspire

Summer reading has remained an ingrained habit from school days. At WPG, we are all avid readers and share book recommendations across genres. We read everything from current bestsellers and biographies to cookbooks and of...more

The Sickening Absurdity of Associate Base Pay

Unsurprisingly, no law firm has had the courage in recent weeks to say, “In light of the unjustified first-year associate salary increases, we are reducing first-year base compensation by $10,000 to better align our business...more

July 1 Changes to AODA Customer Service Standards

Effective July 1, 2016, the Customer Service Standard Regulation will be revoked.  An expanded Integrated Accessibility Standards Regulation will include all standards, including customer service requirements....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

Nailing the Fundamentals: The Value of Rehearsing

While in NY recently, I found myself outside Carnegie Hall. Whenever I find myself there, I often think of the old joke attributed to Jack Benny that goes “How do I get to Carnegie Hall?” To which Jack replied “practice,...more

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