Client Services

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“We just raise them every year.”

Great article by Sara Randazzo in today’s Wall Street Journal, Legal Fees Cross New Mark: $1,500 an Hour. Set aside the wisdom of such rates when firms provide discounts on demand and realization rates average near 80%. What...more

A special note of thanks to our clients

I wrote my first blog post on April 10, 2005, and I have published 968 posts since then. To be candid, not all of the posts related to client service issues, the blog’s name notwithstanding. But a good many of the posts have...more

Is the time coming when an innovative Law Department will custom design its law firm?

Most complain that their law firms are not meeting their needs. Some law departments bring work in-house. Some change law firms. But the problems persist. Outside the law department, companies solve this kind of problem by...more

Don’t Neglect Old Clients in Search of a Shiny New Penny

How much time do you typically spend each month seeking new clients? If you’re like many other firm lawyers, you are devoting great blocks of time to RFPs, speaking engagements, industry conferences, entertainment and much...more

Clients speak clearly. Are law firms hearing the message?

I recently read the 2016 Report On The State Of The Legal Market by Georgetown Law and Peer Monitor. I was struck by the clarity of the message being sent by clients, and equally struck by how law firms seem not to hear it....more

5 Essential Steps to Keeping your Client-Centric Resolutions

January 17 has been designated Ditch New Year’s Resolutions Day because that is about how long most people who make resolutions actually stick with them. According to research conducted by Statistic Brain, only 8% of...more

Battling Law’s Second Language

Americans are derided in foreign cultures because so few of us speak a “foreign” language. We simply figure that in light of America’s overwhelming economic, political and cultural power, we are entitled to demand that...more

New York City Bar Addresses Local Counsel Ethics and Risk Management Issues

Recent years have seen a number of civil damage actions in which attorneys who thought they were serving only as local counsel in a matter have been sued for alleged failures to provide representation beyond what local...more

Why Your Clients Hate to Call You

The year is still new, but the refrain remains the same. Lawyers in firms are finally back at work, catching up from the protracted holiday break and now excited about the promise the new year brings. Yet I’ve already had the...more

A man hears what he wants to hear…

I am sure Simon and Garfunkel never thought their lyrics would find their way into the law (this line has been used by judges in their opinions, so I am not breaking new ground) but when a line fits so perfectly, it is hard...more

Leveraging Lessons Learned is Like Turning on a Light

If you learn a lesson, you are unlikely to repeat the mistake you made. Consider this like turning on a flashlight while walking around in the dark. It helps you avoid running into a piece of furniture. If you learn a lesson...more

Be Prepared to Answer the AFA Question

Alternative fee arrangements (AFAs) are often studied, often debated and only sometimes tried. But with clients becoming more sophisticated in their choice of outside counsel and use of fee arrangements, you need to be...more

The Noise of Client Service

I wrote a series on Signal and Noise. The problem clients confront is that most law firms look and sound alike. When we started Valorem in 2008, no one was talking about alternative fees, no one was offering alternative fees...more

Forbes: 5 Minutes Early Is On Time; On Time Is Late; Late Is Unacceptable

Here’s just a flavor for the reasons the author provides in this must-read article: Disrespectful: Being on time is about respect. It signals that you value and appreciate the other person. If you don’t respect the meeting’s...more

Talk is Cheap—But Often Highly Valuable

Towards the end of the year, our interview schedules slow down and we spend our days developing new content, cleaning up files and planning for the New Year. It is a great time to reflect and focus. A recent week of events...more

Just say sorry

I once referred work to an accountant for a retirement plan audit. He did a terrible job and there were issues regarding his ability to do the work. Making a lousy referral is even worse than doing poor work of your own...more

Partners in Service: Benefits of a Lawyer-Client Pro Bono Team

As attorneys, we are fortunate to be in a profession that provides a unique and meaningful opportunity to serve our community. Pro bono service allows us to put our specialized skills and experience to work to better the...more

A project is not completed until it is reported completed

Have you ever had asked about the status of a project you had assigned to someone only to be told it had been completed “some time ago?” Those who have had such conversations know the level of irritation you feel when you...more

Less Talk of Disruption, More Talk of Creation

There is a natural tendency in people to lament what is familiar and good but now fading away. We are in one of these cycles in law, largely because law firms and law schools are no longer on the familiar path of smooth and...more

Myrland Marketing Motivation: Why Do You Do What You Do?

Myrland Marketing Motivation, A Little Virtual Encouragement To Start Your Week. More Motivation Than Marketing. It’s A Monday Kind Of Thing! What about your job and career makes you feel fulfilled? Spend time today...more

JDB 085: Proven Strategies for Getting Clients NOW!

My practice is proof that creating a robust content marketing strategy and then following through on it can be very effective and profitable in building a law practice. But it takes time – a lot of time. And when bills...more

Five Free Tools for Attorneys to Create Better Client Invoices

In general, as attorneys there are certain things we’re good at, and certain things that, as a general rule, we struggle with. When it comes to crafting a creative argument, reading a jury, or responding to a curveball thrown...more

The GC’s Perspective: Relationships Are Key

In my annual year-end scramble to obtain the required Continuing Legal Education credits, I attended a GC panel hosted by our local Legal Marketing Association. As the moderator asked the panel members questions about how...more

Firing in Slow Motion

Rare is the in-house counsel who will swiftly and directly confront outside counsel about minor annoyances or even major frustrations. While there are exceptions, most clients just don’t have the time, bandwidth or interest...more

Date Your Way to Cross-Selling Success

Earlier this year, a CMO friend asked for help designing and delivering a two-hour session on business development at the annual women partners’ retreat. Business development had been a topic at every retreat for a number of...more

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