Client Services

News & Analysis as of

Be accountable to your clients

People don’t like to be accountable for the most part. It’s just human nature to blame someone else. Heck, I used to do it at work and I still do it at home....more

Partner and Firm Profitability in 3 Steps: Plan, Monitor, Bill (Part 2)

Inextricable - In part 1 of this series, we looked at macroeconomic trends in the legal market, including: flat-to-negative demand growth; rapid growth of the alternative legal service provider (ALSP) market as a result...more

Three Opportunities to Raise the Bar in Client Service

The bar is low. Despite tremendous progress in the past 20 years, law firms continue to lag behind their clients’ industries and other professional service firms when it comes to innovation, client experience and client...more

Dream Big. Why Not?

As a young boy, I vividly remember following Bobby Kennedy’s Presidential campaign. Like his brother Jack, Bobby was greatly admired in my Irish-American household. His death was met with great sadness. I sat riveted during...more

Your Client Was Just Fired…Now What?

It happens. General counsel get fired—and sometimes fired very publicly. And law firms are rarely prepared for the unexpected people changes at their clients, let alone have a clear plan as to how they might impact the work...more

Email Etiquette: Think About It From Your Client’s Perspective

I just spent a couple of minutes looking for the telephone number of someone who sent me an email. No big deal, except that if it is your client’s time spent looking for your number, it is a big deal. If you do something...more

Pick up the damn’ phone

As a consumer, I have to say the thing that annoys me the most is when you call a company or a person and they don’t return the call or reply to the messages I left. It’s annoying because to me, it shows a lack of care or the...more

No, *Really* Make Your Next Webinar About Your Clients...

The narrative format is what makes us human – and being human is what cuts through the noise....more

You’re Paying for That

The best third party administration (TPA) salesman I ever knew wasn’t happy with the typical GMC SUVs that he had leased in the past, so he wanted something more. After talking with the head of the company who he was very...more

Nice Attorneys Sometimes Finish Last

Attorneys are accustomed to being called “ambulance chasers” or “sharks,” always interested in increasing their fees. Even if a lawyer reduces a bill for an unhappy client, that conduct may backfire if the client isn’t...more

Dishing on the Importance of Good Client Care

Chew on this: Society 54's Morgan Lewis shows why client service matters to your law firm's bottom line....more

Active Business Development Training Strategies

As an alum of Chico State in California, I get the college’s newsletter a few times each year. I recently received one that caught my eye and reminded me of my current work training lawyers on business development. The...more

Your “Mashup” of eDiscovery Market Estimates is Even Earlier This Year: eDiscovery Trends

We look forward to the eDiscovery Market Size Mashup that Rob Robinson compiles and presents on his Complex Discovery site each year. Each of the first three years that we covered it, the Mashup was released in July – with...more

Lawyers, To Build Your Practice, You Won’t Know Unless You Listen

You’re excited, maybe even a little nervous. You finally have the opportunity to sit down and talk to that one person you want to get close to because you’d love to have him as a client. You know this person could be...more

What GCs See as the Biggest Challenge Facing Firms

An IT lawyer recently made a striking observation to me. He works in the flat-screen TV industry and noted that a flat-screen TV from twenty years ago could cost $20,000 or more and lacked much of today’s technology. But...more

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

412 Results
|
View per page
Page: of 17
Cybersecurity

"My best business intelligence, in one easy email…"

Your first step to building a free, personalized, morning email brief covering pertinent authors and topics on JD Supra:

Sign up to create your digest using LinkedIn*

*By using the service, you signify your acceptance of JD Supra's Privacy Policy.

Already signed up? Log in here

*With LinkedIn, you don't need to create a separate login to manage your free JD Supra account, and we can make suggestions based on your needs and interests. We will not post anything on LinkedIn in your name. Or, sign up using your email address.
×