Client Services

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Date Your Way to Cross-Selling Success

Earlier this year, a CMO friend asked for help designing and delivering a two-hour session on business development at the annual women partners’ retreat. Business development had been a topic at every retreat for a number of...more

Embrace Change and Reap the Rewards

There seems to be a theme with our clients these past few months: change. We have three different clients who recently hired new CMOs, and there are significant changes in the managing partner and chairman roles of law firms....more

Social Media and Practice: Questions Attorneys Should Ask Now

Social media users number in the billions. Facebook counts over 1.4 billion users, LinkedIn has 347 million members, Instagram has 300 million, Twitter has nearly 290 million, and YouTube reports more than a billion users....more

Legally Yours: Establishing and Leveraging Your Role as a ‘Friend of the Court’

While the legal profession and public relations may appear at first glance to be two disciplines with little overlap, in fact the opposite is true. Lawyers and PR professionals are both advocates trusted to champion the...more

Do in-house lawyers care less about second opinions than people who don’t care about second opinions?

50% of Americans do not get second opinions for important medical diagnoses. 30% of the time the second opinion causes changes in the diagnosis or treatment. Do the math. I don’t know the data on what percentage of in-house...more

How to Lose a Client

After twenty years as general counsel of a financial institution and a large medical center, I have heard plenty of complaints from our executives about working with outside counsel. In my opinion, some complaints were...more

Hiring for Your Law Practice: The Million-Dollar Strategy

While you CAN run your estate planning law practice (and many other types of law firms) as a true solo practice — and many lawyers begin that way — you will not be able to recognize the true freedom of being a business owner...more

What Were We Reading? (October 9, 2015)

8 Must Have Legal Apps for Lawyers: There’s an app for that! Find out which apps you should download today....more

The Greater Fool

Most people spend their lives trying not to be the Greater Fool. We toss him the hot potato. We dive for his seat when the music stops. The greater fool is someone with the perfect blend of self-delusion and ego to think that...more

Winning the daily war within

I have internal demons. To ease the burden of these demons, I imagine that everybody has their share. Even if not true, believing it to be makes it easier to accept that I have demons. But deep down, I know I must fight mine...more

Stop Assuming. Start Asking!

Remember this saying? “Don’t ASSUME. It makes an ass out of you and me.” It’s a little childish and possibly not appropriate for a business blog, but it seems to be a consistent theme of our work lately and one worth...more

Strategic Pricing: Creating Conditions to Succeed

The difference between pricing legal work the way law firms have always done it and strategic pricing is simple: The former looks at the price tag from the law firm’s point of view, focusing on revenue and profitability. The...more

Put the Phone Away

While hearing and listening both require using our ears, the words have very different meanings. Listening requires actively trying to understand something. Listening is intentional. Hearing is being aware of the sounds...more

TN Ethics Opinion Approves Lawyers’ Cloud Storage of Client Data

Tennessee has joined other states in formally approving lawyers’ cloud-storage of client-confidential data. The Board of Professional Responsibility (“BOPR”) held that lawyers ethically may use cloud storage for...more

Every assertion of client ownership weakens a firm

“It’s my client.” “I get the billings.” Even the magnanimous say, “I”ll share the billings.” In court, you often hear lawyers refer to “my client.” Each own of these assertions of ownership weakens everyone involved. Most...more

Litigators: What’s your story?

Trial lawyers see a case as a story. They are constantly thinking about the story and why the jury should care about it. Litigators see a case as a series of motions and briefs, depositions and documents....more

Law Firm Signal and Noise: More telltale signs of signal

In Part 1 of this post, I noted how law firms had become so adept at creating “noise” about various topics, focusing on client service and alternative fee arrangements. In Part 2, I identified 5 questions a General Counsel...more

The 411 on Standing Orders

When it comes to service, providing our clients with the best experience is our top priority. One way we achieve this is through catering to our clients’ needs. From booking hotel conference rooms for depositions across the...more

Law Firm Signal and Noise: Telltale signs of signal

In Part 1 of this post, I noted how law firms had become so adept at creating “noise” about various topics–client service and AFAs for example, they they effectively drowned out any signal on these topics. Much of what firms...more

Law Firm Signal and Noise: The Art of Saying Nothing

I was reading this interesting Fast Company article about what the 2016 Presidential candidates talk about when speaking of income inequality. This statement was interesting: Does all of this talk about inequality render the...more

5 Ground Rules to Explain to Your New Client

The initial interview with a prospective client is the time to explain the ground rules of the attorney-client relationship. Here are five rules to make sure you cover....more

Why ValoremNext?

A lot of people have asked why we chose this name for our prevention platform. I wanted to answer those many inquiries. My new partner Jeff Carr, the iconic former General Counsel of FMC Technologies, sometime ago defined the...more

Don’t Panic! How to Prepare and Manage Through A Crisis

A big part of any lawyer’s job is to guide clients through crises, serving as the voice of reason and rational thought amidst tumult. But the calm and confidence can disappear quickly when a crisis strikes their own firm or...more

The 4 stages of change.

Richard Susskind wonderfully described the 4 stages of change: Stage 1: “What you’re saying is worthless nonsense.” Stage 2: “What you’re saying is an interesting but perverted point of view.” Stage 3: “What you’re saying is...more

Sales Professionals in Law Firms— Are We Finally Ready?

We started with a simple question: “Are traditional law firms resistant to hiring client-facing business development (i.e. “sales”) staff at a time when competition for and delivery of legal work continues to intensify?” And,...more

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