Client Services

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What Every Client Wants, and Why Law Firms Refuse to Deliver

In the past month, I have moderated multiple in-house counsel panels (both in public forums and at private law firm retreats), interviewed more than a dozen in-house counsel and led client service workshops at law...more

Millennials and the Future of Business Development

As I reflect on a recent discussion among senior partners about which prospect or client to take golfing, I find myself thinking about how perhaps my generation might depart from this traditional method of business...more

Law Firm Business Development: Be Confident and ASK

Speaking with a client today, I was reminded of one of the most common mistakes lawyers make when it comes to business development. They forget to ask for the business. My client, a young partner with an outstanding book of...more

Lawyers, Your Law Practice Isn’t Your Hobby

There are things you do because they are fun to do when you aren’t doing anything else. You enjoy them. They are a form of release or pleasure. Those are hobbies, right?...more

Informative AND Useful: A New Approach to Proactive Compliance Solutions

Two of the most frequent questions I hear from prospective customers and audiences at conferences are: 1) From Law Firms – “How can I find good use cases for Neota Logic in my firm”; and 2) From Corporate Counsel –...more

The One Thing You Must Do to Get Hired

More important than showing expertise, know-how, skills and experience - Ask most inside counsel why they hire the lawyers they do and they’ll tell you it’s for their specific expertise. Many take a rational approach to...more

[Webinar] How Law Firms Can Drive Business With Webinars - October 26th, 11:00a.m. PT / 2:00p.m. ET

In today’s hyper-competitive legal landscape, you need to showcase your lawyers’ expertise in front of clients and prospects to drive business. Whether you are attracting new clients, establishing yourself as a thought...more

Singapore Ranks #1 in Recent Survey of Expats

A most interesting report showing results of a survey was just released by HSBC. In the Expat Explorer Survey, created to measure which countries are the most enjoyable to expats, HSBC shares results in three categories –...more

The Small Stuff Goes A Long Way

For the third time in 11 years, I joined a Synagogue because I’m the wandering Conservative Jew. So a few days ago, a man rang my doorbell. Since it’s election season, I didn’t answer it. I should have because it was a...more

What Happened to 2016? (And Can We Still Accomplish Something?)

Can it really be Fall again? Some of us have hardly noticed, being more astonished by the Cubs in the playoffs, or perhaps dismayed by the upcoming US election. But law firm leaders know it. As we enter October, firms are...more

Access to Justice — The ABA & ILTA

At ILTACON 2014 and 2015, I had the privilege and pleasure of debating the future of legal technology with Joshua Lenon of Clio, Noah Waisberg of Kira Systems, Stuart Barr of HighQ, and Ryan McClead of Norton...more

Building a Network of Referrals

Every Saturday morning, five baby boomers including myself join together for a 4- to 5-mile run. We’re not fast, but we are committed and make it whenever we can. Four of us work in legal: one is a solo practitioner, two work...more

Should You Sue Your Client or Customer?

Business owners, executives and managers are well aware of something more frustrating than rush hour traffic: clients or customers who don’t fulfill their obligations. So, what are your options? One option is to take legal...more

How Gretzky’s Advice May Teach Us Much More Than Hockey

Wayne Gretzky is famous for being one of the greatest hockey players in history. He is also known for inspiring thousands with his quotes. One of my favorite Gretzky quotes is: “I skate to where the puck is going to be, not...more

How to Fail at Collaboration

We all know that many law firms send mixed messages to their lawyers (and often to their clients, too). They talk the talk, but they don’t walk the walk, particularly when it comes to the informal norms and values that...more

I’m Not a Lawyer-I’m a Race Car Driver – P3 Stage 3: Perfect

I’m still not a lawyer, I’m still a race car driver. So let’s continue with the build out of our P3 theme (Plan|Perform|Perfect) by examining the last element: Perfect. OK, the race is over, car and driver have returned...more

The “Soft” Drivers of Profitability

One of the many painful lessons learned by the legal industry from the recession is that the key to economic success is a focus on profitability…not just revenue. Far too many firms were focused solely on fees generated with...more

Why Prevention? From a Litigator’s Point of View

Generally speaking, litigators are fire fighters. Fire fighters are told there is a fire; they are told the jurisdiction of the fire; they gather their standard fire-fighting tools (hose, ladder, fire truck) and they react. ...more

I’m Not a Lawyer – I’m a Race Car Driver – P3 Stage 2: Perform

I started the inaugural entry in this blog with the statement I’m not a lawyer, I’m a race car driver. Just after posting that entry, I had a race weekend and I wrote about the first facet of the P3 theme I introduced to you...more

Talking with Clients about E-Discovery

With the growing prevalence of e-discovery issues and cases in both state and federal courts, lawyers and firms have adapted to include specialists who handle many of the technical issues. Newer attorneys who attended law...more

Seven Communication Truths from the Courtroom

I recently had the opportunity to perform my civic duty as a juror. While the timing was inconvenient and the case not all that interesting, the experience provided a great perspective on the dramatic impact of strong...more

The Future of Client Service

I was recently challenged to explore what client service will look like in 2026. The good news is the conversation has already started, but the bad news is law firms have a long way to go. It is great that the idea of “client...more

Reflections from a former Deputy General Counsel - How the Legal Landscape is Changing & the Real Secret to Job Security

I have seen the nature of legal services transform over the 20+ years of my career as an attorney. The evolution of the global business environment has driven some of it, but lawyers were slow adapters and we now find...more

Lawyers for People versus Lawyers for Business

The work of lawyers is increasingly the work of businesses rather than people. This conclusion flows from recently released Economic Census data, which is the U.S. Government's "official five-year measure of American...more

Where is the “Accenture” in Law?

A pet theory of mine is that one of the causes of the lack of genuine innovation in traditional law (clearly not the only cause nor necessarily the largest which has to be the absence of real change in buyer behavior) is a...more

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