Client Services

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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

Clients criticize; get over it

There is a point where you have to realize that no matter how good you are and no matter how good your service is, there is always going to be a client that isn’t going to be happy with you....more

The Strange Pattern of BigLaw

There is a certain pattern or chronology of decisions that most law firms in the U.S. engage in that continues to baffle me. This year especially. First, BigLaw instituted enormous associate raises notwithstanding the clamor...more

Herding Visionaries & the Velocity of Change

I have learned a lesson over the past few years that has revealed itself most often during the frequent get-togethers we are lucky to have with other disruptors in the legal industry -- herding visionaries is a difficult...more

When We Consult on AFAs, These 3 Issues Are Raised

As part of our new foray into consulting, Pat Lamb and I have had the chance to help guide several small and mid-sized law firms interested in moving towards alternative fee arrangements but unsure where to begin. Having...more

Seek Out and Heed Advice

You can go it alone, but why? We all need help and guidance. You need to have people to go to with questions, to bounce ideas off of and to sound out ideas. It may be a mentor, a friend, a co-worker, well you get the idea....more

Business Development Training: Five Simple Resolutions for 2017

As is customary, the New Year brings with it a variety of resolutions, plans and promises. As such, this is a great time to outline and schedule business development training for the year. Along with the traditional...more

10 Questions That Need Answers for a Successful 2017 (and Beyond)

At about this time last year, I wrote a blog about 10 Projects That Can Produce Big Results in 2016. My goal was to get each reader’s firm to focus on one signature project from a “menu” of options that would have a positive...more

Let it go

One thing I’ve learned over time is not to bottle up anger. Ever since I was a kid, I was passive-aggressive, I wouldn’t confront people with issues that bothered me and I’d bottle it up until I blew up later down the line. I...more

Your Business Can Fall A Lot Quicker That It Rose

One of the business philosophies I learned while working for third party administrator is that it’s a lot easier to lose a client than to gain one. I know that first hand, seeing bad service that gets plan sponsors to fire...more

Lawyers Are Ignoring a Vital Business Development Tool

When we teach and discuss Legal Project Management (LPM), we stress that the last of LPM’s five basic steps, Post Project Review, not only is every bit as essential as the first four steps, it can be an extraordinarily...more

Just Say “No” to Social Media Automation

I’m a big fan of automation. When I met my now-wife, she was writing out checks each month for various bills – a time consuming process that could easily be accomplished with auto-bill pay. In no time, that’s just what she...more

Screw you, our lawyers don’t work weekends.

I think I found the nation’s least service oriented law firm. Over the years, we’ve done a lot of marketing and branding work with law, accounting, and other professional-services firms that wanted to use marketing to...more

WHY I Do What I Do: eDiscovery Reflections

One of the things I like most about working at CloudNine is the company culture and one of the things that has been instrumental in defining and shaping our company culture is our company book club. We’ve reviewed and...more

Making Your Website More Compelling – Where To Start?

Testimonials.  You start with your best calling card – testimonials from good clients. If you’re in the business of providing a service that comes directly from who you are, and your expertise, being trusted by a potential...more

Automated Marketing – You Can Learn From My Own Experience

Some years ago, when I worked in wealth management marketing, I tested automated marketing on Facebook. The results were mixed – lots of clicks on the ad we ran, but not enough conversions i.e request for more information or...more

What True Hospitality Means to Your Clients

End-of-the-year travels have had me on more airplanes, staying in more hotels, eating in more restaurants and visiting more law firm offices than usual. During my travels, I experienced some of the best and some of the worst...more

Law Firm Business Development: Leveraging All Opportunities

Building and maintaining relationships is what sales is all about. It’s doubtful any business person would disagree. Further, maintaining relationships with good contacts, prospects and clients requires constant nurturing and...more

Using Alternative Fee Arrangements to Redefine Your Bottom Line

In 1958, the American Bar Association (ABA) published a pamphlet recommending that attorneys track and keep detailed records of their time. For better or for worse, legal work has since been measured by the “billable...more

Are Networking Events Worth Your Time?

I read a great article in the Harvard Business Review on networking.  In “Don’t Waste Your Time on Networking Events,” author Derek Coburn suggests that networkers are not achieving the results they’re looking for through...more

The Anatomy of Law Firm Pitches

A colleague recently posted in an online legal marketing forum, seeking advice on “best practices for pitching” for an upcoming partner training. Experienced legal marketers chimed in with numerous good ideas of what to do...more

Protecting Your Elder Client’s Testamentary Intentions

It’s good to be an American. Americans are living longer and living more of their life in better health. As a society, we take better care of our bodies by eating better, working out more, and taking advantage of modern...more

Avoid the leadership vacuum

For any presidential campaign, there usually is an ad about which candidate would you trust to handle the phone call in the wee hours of the morning. You want someone to answer the call instead of it just going to voice mail....more

In the Time of Giving, it’s the Little Things

Many law firms understand how to meet their client’s biggest and most obvious client service preferences. We’ve all laughed about (and learned from) the story of the firm that FedExed its RFP response to UPS and was summarily...more

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