Client Services

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What to Tell Your Client When the Court Date’s Set

When a date is set for trial or a hearing at which your client needs to appear, don’t just pick up the phone—write your client a letter. This letter has two purposes: it informs your client of the date and it requests that he...more

The Myth of Bigger as a Strategy

Seth Godin had an insightful post in his blog today, Bigger for?. He writes about the pains of checking into a huge hotel, where no one knows your name, there is always a line at check-in and the gym is full at 5 in the...more

“It’s just $10 an hour.” Not quite.

I was having lunch with a friend a few days ago and we started talking about the legal industry’s move to pay starting lawyers $180,000 a year. Plus benefits. To me, salaries of this kind are the product of the criminally...more

Law Firm Revenue Growth: Business and Market Intelligence Keeps Client Teams Moving Forward

Sitting in a client team meeting recently and listening to the lead partner confidently discuss his knowledge of the client and how the team can pursue new opportunities for gaining more client share was another one of the...more

Are You Focusing Too Much On Your Diversity Program?

Diversity is a good thing. Actually it’s a great thing. It’s good for business in many ways. But the focus on diversity in the legal industry has become, for the most part, an exercise too tied to metrics and too formalized...more

Inducement Rules: FCA Reminds Firms of Its Expectations

The FCA has found that client hospitality events do not always enhance the quality of service to clients in line with its inducement rules....more

The CRM Framework

Once you have a solid CRM foundation to build upon, it’s time to begin building out the CRM framework for your system. Of course, the building blocks for every CRM are the contacts, including both people and companies....more

Don’t get stuck in 1986

I was a volunteer and officer for an organization where I stated that the leadership (not including me) was stuck in 1986. What it meant was that this leadership couldn’t adjust to the current age when it came to...more

Answer Your Phone

One of our more popular blog posts last year talked about the importance of actively listening to clients in a world of many distractions. We quoted author Sherry Turkle’s observations about putting away your cell phone to...more

5 Strategies to Grow Your Business – Action Items from the LSSO RainDance Conference

Sheenika Shah's recap in five lessons of the recent LSSO Raindance Conference in Chicago....more

Lack of Business Development Support May Be Just What You Need

I recently attended the Legal Sales and Service Organization’s Raindance Conference in Chicago, which, by the way, I highly recommend. The keynote speaker, Jeff Kaplan, PhD of the J. Alan Group, spoke about a growing trend in...more

Delight Your Clients with G.L.U.E.

At the recent Client Experience in Professional Services conference in Durham, North Carolina, Stan Phelps shared his insights about winning the hearts of customers and influencing positive word of mouth. Phelps is the author...more

Always Be Engaged

When I was at Stony Brook for college, there were many student organizations that would have tables in the Student Union to attract new members. So many tables would have their members reading or doing something that...more

Advisors Advantage - June 2016

How to Communicate and Understand Retirement Plan Sponsors. There is a method to it. Being a retirement plan provider isn't just about selling services, it's really about selling yourself and you can't sell yourself...more

When Estate Planning Meets #BlindNewWorld

During the Perkins School for the Blind annual fundraising gala, Perkins Possibilities 2016, we witnessed the launch of the powerful social change campaign called BlindNewWorld. The campaign aims to help the sighted...more

Advertising won’t fix this

Over the years, I worked with many organizations starting back with student political organizations and the school paper at Stony Brook. This includes actual businesses, civic and religious organizations. Many of these...more

Law Firm Business Development:  Don’t make this common mistake when following up with a prospective client

I chuckled as I read Jon Manley’s article, “Stop Touching Base with Your Prospects.” It might seem counterintuitive, but a closer look reveals a common trap many of us can fall into.  Consider the following email outreach...more

Just Say Sorry

I worked for someone once who I thought was the biggest pain in the rear end and I think when I got older and started my own business, I finally understood where he was coming from. When I work on my own and something...more

What to Say When a Client Lets You Go

A client may discharge you at any time and for any reason. When it happens to you, be ready to write a letter to the client confirming that the client wants no further services from you and you won’t be providing them....more

Law Firm Business Development: Nailing the Fundamentals

It is one of the simplest yet often hardest questions to answer— “What do you do?” Having a crisp answer can often be the difference between making a connection with a client to help them solve a problem, or a wasted...more

Best in Law: Know 'What-Ifs' of Every Transaction

A standard part of the pre-flight instructions on every airline is the directive to “look around and identify the nearest exit.” That is good advice, because it allows you to be prepared if things do not go according to plan....more

Questions to Ask Before Hiring a Professional Trustee

Your client, as settlor, creates a special needs trust set up for a child or grandchild and needs a professional trustee to administer it. Before hiring a potential trustee, the client should determine whether he or she is...more

Headings Are Key to an Effective Document

Whatever document you’re drafting—from a memorandum for a partner to a brief for the court—using clear and concise headings and subheadings will take your reader by the hand and lead them smoothly through your document....more

Be the Effective Team Your Clients Need

“When I select attorneys to handle a matter, I really look for a team. I want the leader to be familiar with the case and giving people direction. I don’t expect him to get in the nitty-gritty from day one, but you do really...more

How to Deal with Feedback

The single greatest truth in any client feedback effort is simple: If you are not prepared to act on the feedback, don’t ask for it. In every client feedback program—whether we are conducting the interviews ourselves...more

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