Client Services

News & Analysis as of

There is a price to pay for being outspoken

I always say that plan providers need to stand out in the crowd. I follow my own advice and that’s how I tried to act when I started my law practice 5 years ago. I was pretty brazen in my comments and I know I...more

Manage Client Perceptions of Value

Value is in the eye of the beholder. In our legal services world, that means it is the client’s perception of value—not the lawyer’s—that matters. We can only demonstrate the value of our legal services if we understand what...more

Professional Selling--What Do Clients Want?

You may be surprised to learn that, as a group, lawyers and other professionals do not even know what their clients want. You may not be surprised to learn that client satisfaction suffers from the disconnect. How can lawyers...more

Top Ten Reasons Why Midsize Law Firms are Struggling or Disappearing

Creating and sustaining a profitable midsize law firm is challenging, especially in 2015. With many firms shrinking, becoming unstable or simply dissolving, both clients and employees are pursuing stability. While there are...more

Representing Others Before The SEC

Not too long ago, I wrote about the Shareholder Rights Project (SRP) at Harvard Law School, noting that the SRP’s website and correspondence to the Securities and Exchange Commission explicitly stated that the SRP was...more

Advisors Advantage - January 2015

In This Issue: - 2015 New Year Tips for Retirement Plan Providers. - Give your clients their own "football". - They aren't laughing anymore. - Happy Clients Don't Leave. - 401kwire's Top 100...more

The Roundup: Last Week’s Recommended Reading (Jan 9, 2014)

From Around the Web - Retirement Options for Solo and Small Law Firms: Being a sole practitioner or small-firm shareholder gives you the ability to choose the kind of retirement plan that is right for you and your...more

The LPM Maturity Model: 5 Steps for Transforming into a Client Focused Business

In this guest post, we are pleased to have Keith Lipman, Esq., President and Founder of Prosperoware, share his practical insights about implementing Legal Project Management. Unless you are deaf to the present...more

How Failures at the Beginning Can Doom a Project

We’ve been discussing project management in a law firm environment, and we’re past the very beginning and on to the granular steps to taking a project off the drawing board and into practice.  It is simply impossible to...more

2015 New Year Tips for Retirement Plan Providers

With a new year, comes a renewed focus on business now that the holidays are behind us. For the retirement plan provider, there is never enough time to rest on their laurels because of the competitive nature of the business....more

Law Firm 3.0: Thinking Beyond the Virtual and Conventional Models

Cloud technology allows attorneys to work anywhere they have a secure internet connection. This provides for greater flexibility, happier lawyers, higher profits, and better-served clients. However, a pure virtual law firm is...more

An open invitation

Sometime last summer, my friend Peter Carayannis of Conduit Law reached out and asked if Conduit could use our Value Adjustment Line on Conduit’s invoice. We were thrilled to say yes, much as our friends at Summit Law Group...more

Size of the US Legal Market by Type of Client

Washington, DC. The AALS Section of Professional Responsibility hosted a vigorous discussion yesterday on the evolving ethical duty of competency, a topic partially inspired by the recent changes to Model Rule 1.1 cmt. 8...more

7 Things You Need to Do to Engage More Clients in Your Law Practice

As I promised last week, I am back with an article on the specifics of what it looks like for you to have systems in your law practice for engaging clients, and to be serving those clients in such a way that they turn into...more

Litigation Strategy: Avoid the “Selfie” – Let the Expert be the Expert

It’s human nature to think we’re the smartest person in the room or at the table. It’s also human nature, and a trap for lawyers, to feel like you have to prove that point in front of the client. It’s a real pitfall, when the...more

Happy Clients Don’t Leave

Maybe it’s a simplistic approach when it comes to things, but I kind of see things the way they are in very simplistic approaches. When it comes to employees working for a client, I always say that happy employees...more

Shareholder Rights Project Rewrites Website

Last week when I visited the Shareholder Rights Project’s website, I noted that the SRP described itself as “representing and advising five institutional investors, four public pension funds and one foundation”. Not being...more

Defining Responsiveness

A few weeks ago, I participated in a law firm practice group retreat. In preparation for the meeting, I spoke to the practice group leader about his goals for the group’s time together and specifically my program on client...more

Reasons to Not Conduct Client Feedback Interviews

The list of reasons to avoid client interviews goes on and on. Obviously, none of these statements are actually reasons to not do client feedback interviews. They are excuses....more

Why Won’t My Lawyer Call Me Back?

Barry P. Goldberg is asked this question all the time. Usually, it is in the context of a perfectly good client wanting to switch lawyers to one that is reasonably responsive. I say “reasonably” because most of these...more

How to Fix Your Law Practice Cash Flow Problems

Lack of steady, consistent, predictable cash flow is the number one problem most lawyers tell me they have in their law practices. They tell me that if they could just solve that problem, everything in their life would be...more

Project Management — The Beginning

Starting off the Project Management (“PM”) series, it makes sense to start at the beginning. I have jumped in at all levels of what purported to be managed projects, from inception to nearing completion....more

How not to ask about your client service

Valorem’s Director of Operations just received a letter from a firm vendor that very carefully explained Net Promoter Scores and the importance of the company of receiving a 9 or 10 (on a 10 pt scale). The letter went on to...more

How Do “Relationship-Forward” Companies Market and Sell? (Part II)

Chart a course and measure progress. As the maxim goes, what gets measured gets done. Relationship success can be planned and measured over time, and relationship-forward companies take important steps to make that...more

The Number 42

So what is the real question? Some argue that the question is different for law firms and for clients. But if the questions are different, can the answer be the same? While I suppose it can, it would almost be...more

133 Results
|
View per page
Page: of 6