Client Services

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What an Appliance Store Will Teach You About Client Service

I recently attended a meeting of the Customer Experience Professionals Association (CXPA) at the new PIRCH store in Atlanta to learn more about how the appliance store has created a customer-centric culture and earned a top...more

Consensus Terrorism

Last month, I spent two days with my dear friend Sanju Kripalani at Wicker Park Group’s annual client event. Sanju has one of those careers that very well may be unique to him: pedigreed education, New York law firm, Portland...more

10 Actionable Steps to Engaging More Prospects

It doesn’t matter whether you’re just starting out or you’ve been at it for a while, if you want to build a successful law practice, you’ll need to know how to turn prospects into clients and charge the fees that you deserve....more

Be a Trusted Advisor, Not Just a Lawyer

During client interviews and conversations, we often hear about the importance of working with lawyers who are trusted advisors: - “I think he is viewed as such a trusted advisor, colleague and partner that he will be...more

Uncover Your Firm’s Story

Telling a great story is often the difference between being listened to and being heard. In law firms, you are potentially telling a great story whether you are pitching to a client, negotiating compensation or winning over...more

CRM Building Project – Part 2: Teardowns

Many of the firms we work with have had their CRM systems for years or even a decade or more. They can likely still remember their original “move-in” day when they first bought the system (which hopefully didn’t require a...more

CRM Building Project – Part 1: New Construction

So for some reason, one day about a year and a half ago I decided that it would be a good idea to build a house. Not sure exactly why I thought adding this to my never-ending list of existing projects would be a smart thing...more

Ten Questions To Ask Your Client Before Seeking To Enforce A Restrictive Covenant Or Confidentiality Agreement

The phone rings on a Wednesday afternoon. In a panic, your longtime client explains that a hotshot employee has unexpectedly fled to a competitor a few months before the launch of a top secret new product. The client is...more

Be a Skeptic When a Potential Client Wants to Switch Counsel to You

Sometimes you should view a new potential client with skepticism. If the matter has been handled by another attorney and is now being referred or brought to you, there may be a reason you won’t like....more

The Four Stages of Successful Coaching

There is an old Peanuts comic strip featuring Charlie Brown and Lucy that resonated with me when I began working with professionals on business development for the first time. In it, Lucy—the psychiatrist who is “IN”—is...more

Cross Selling Sucks. Here Are 18 Reasons Why. (Part 2)

This is the second part of a two-part post describing why Cross Selling (or “cross-marketing,” or “cross-servicing”) is much more difficult than most professional-services firms believe. Below are additional reasons...more

3 Unusual Signs that You Will *NOT* be Sued (tip)

So often, lawyers are the bearers of bad news.  What will get you sued.  Signs a lawsuit is coming.  What you can’t say (even though you’d really like to say it!).  What “wouldn’t be prudent”.  (h/t SNL)....more

Big Law’s Future in a Borderless World

For the recent financing of a gas project in Russia, Latham & Watkins represented a joint venture for Russian, French, and Chinese partners. Our attorneys communicated with clients in their native tongues, discussing...more

Cross-Selling Sucks. Here Are 18 Reasons Why. (Part 1)

Q: My law firm can’t cross-sell. What are we doing wrong? A: It’s not just you, it’s most firms. In fact, most law, accounting, and other professional-services firms struggle with selling different practice areas to...more

Don’t Put Your Rankings Ahead of Client Service

If you ask most legal marketing professionals about their top pain point and/or worst use of resources, lawyer rankings and awards always rise to the top. They are growing in popularity and awareness, and the time demands to...more

The Roundup: This Week’s Recommended Reading (July 10, 2015)

From Around the Web Are You Controlling Your Client’s Narrative: Most people’s lives are quite mundane, but they want, they expect, the ups and downs of fairy tales they’ve heard all their lives. That doesn’t change when...more

Are You an Agent or a Gatekeeper?

At the Union Square Hospitality Group’s Hospitality Quotient customer service training session, we talked about the importance of building an organization with “agents.” We have all personally experienced “gatekeepers” and...more

Marketing to Millennials [Video]

Does your legal counsel understand your customer? Your business? Your industry? At Ifrah Law, we understand all three and we strive to provide you with the expertise that will help you grow your business!...more

What’s your RSTLNE?

Smart people do their homework, rely on past experience and pattern recognition to guide future behavior, and practice. But really smart people often “wing it,” preferring to use their towering intellect to smoothly navigate...more

What CEOs (and Other Clients) Want

It was my second week as the bank holding company’s newly minted general counsel, and I walked into my CEO’s office late in the afternoon with one question: “What type of general counsel do you want me to be for you?”...more

CorpCast Episode 7: Better Know a Judge: the Honorable Mary M. Johnston of the Delaware Superior Court [Video]

In our second installment of “Better Know a Judge,” we welcome the Honorable Mary M. Johnston of the Delaware Superior Court in New Castle County. Judge Johnston, who is a member of the Superior Court’s Complex Commercial...more

Insurance May Cover Call Recording Class Actions

Companies often monitor or record conversations between their employees and customers for training or quality control purposes. California law prohibits monitoring or recording unless both parties consent. Class actions have...more

5 Easy Steps to Derail Your Attorney/Client Relationship

When clients come to me for legal advice, I assume they will consider my advice, if not follow it. However, for sake of argument, let’s say you are different and you want to know the best ways to negatively impact the...more

Never let a client get that angry

Retirement plan providers can never be arrogant when it comes to the gripes raised by their clients. If clients have an issue with your service, you can’t discount because anger festers and boils over into an irreversible...more

Introducing the Brazilian American LawCenter [Video]

This is my first video in Portuguese or at least trying to speak Portuguese. The video is an introduction of the Brazilian American Law Center. This firm and its activities are a separate pursuit from the Law Office of Gerald...more

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