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Be Yourself

If we all were the same, the world would be a boring place. This is a favorite saying of mine. And it's true. There always are "in" jobs and professions. I am sure most of us think of the tech space as in and seem impressed...more

Partner and Firm Profitability in 3 Steps: Plan, Monitor, Bill (Part 1)

Let’s Acknowledge It’s Permanent - The legal industry is confronted with tremendous challenges for 2017. It’s been 10 years since the great recession, and one thing we can say with certainty is that the change in our...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

Back to Basics: Who Should Interview Your Clients for Feedback and How?

Most experts agree the most effective method of seeking client feedback is through face-to-face conversations at the client’s place of business. However, there are times and circumstances when different methods, like...more

Client Satisfaction is Dead…

Client satisfaction is dead – or you may be, if that is your primary focus as an organization. This seemingly radical statement is but one conclusion you might draw from reading Value As a Service, a fabulous new book by Rob...more

Things Lawyers Do - An In-House Client's Perspective...

A call to a law firms for better client service by Matt Fawcett, senior VP, general counsel for multinational data storage and management company NetApp....more

“We’ve got Stephanie” – A Southwest Airlines Lesson in Client Service for Law Firms

A lesson in why it matters to treat your clients and your clients’ problems as your own....more

The Four Questions of Client Loyalty

At the end of a client feedback interview last week, the senior in-house counsel I was speaking with summed up the relationship by saying, “At the end of the day, they get all my work because they make me look...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

Q: Should law firms pay associates to market?

Q: Should our law firm pay our associates to market? A: Uh… No. I answered this question on a listserv last week, posed by a marketer whose firm was revamping its bonus schedule. The bonus was intended to motivate...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

“Switch” On Business Development Skills With Associates

Many years ago, one of my prior firms looked to hire its first business development “lead generator.” The candidate we selected had graduated from law school and served as a client of the firm. He had an impressive network of...more

Best Way to Develop Business? Pay Attention

The single best way to improve your business development expertise is not to read articles like this. ...more

Political Discourse and Professionalism

We’ve been part of numerous professional services client discussions where the question asked is, “Can I discuss politics on social media?” The answer we generally give is, “No,” as one always risks losing favor from the...more

Back to Basics: Don’t Get Client Feedback Without Preparation

Whether conducting interviews face to face or via telephone, we recommend spending 20 to 30 minutes with the primary relationship lawyer (and potentially a group of lawyers who have significant experience and interaction with...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

Back to Basics: 8 Strategies for Choosing Your Next Client Feedback Interviews

Wicker Park Group is revisiting some of the essential processes around Client Feedback Interviews in a new series of blog posts called “Back to Basics.” This is the first article in the series. Check back regularly for...more

Law Firm Professional Development: The Importance of Trust

An element that is rarely included in professional development and related business development curriculums in law firms is the topic of “trust.” Trust is difficult to quantify and as a result, difficult to measure. So...more

Our Biggest Marketing Flop. (Updated)

Marketers like to argue which works better, Marketing or Sales. [2017 update] It’s like asking which is more successful, Nike, the classic marketing company, or IBM, the definitive Sales organization. Obviously, the...more

2017 – The Year to Try Something New?

2017 has arrived, and already the year is looking like one of change outside the narrow bounds of the legal profession: The Cubs are national champions and University of Alabama is not, Brexit negotiations will be getting...more

Collaboration, Clients, and Coffee Fuel Kilpatrick’s New Office Design in San Francisco

Kilpatrick Townsend & Stockton recently transformed its San Francisco office, the firm’s oldest and second largest, from a three-floor traditional law firm setting into a two-floor high-tech, open-space environment to create...more

$1,000 Lawyers and Howard Schultz’s $12 Cup of Coffee

Howard Schultz recently announced he is stepping down from his role as CEO and Chair of Starbucks to focus on the company’s plans to build high-end coffee shops that charge as much as $12 per cup of coffee. That makes me...more

Setting the tone

I’ve been involved with so many small organizations both profit and non-profit in one form or another as employee, officer, or client. The one thing that is consistent with each organization is that the leadership sets the...more

Daddy Warbucks on the sad state of law firm client service.

Little Orphan Annie’s Commentary on Law Firm Client Service. I came upon this “Annie” comic strip somewhere decades ago and have discussed it ever since in my Client-Service training classes for lawyers. If even Daddy...more

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