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Client Services

Five Signs Your Law Firm Needs New Energy

by Hayse LLC on

Law firms that lack energy dim their prospects for the future. Too often law firms pass over the issue of their own vibrancy (whether by a failure of recognition or simple indifference) and plod along without taking...more

What a Nordstrom Personal Shopper Can Teach Us About Client Service

by LawVision Group LLC on

“Can anyone give us an example of a non-legal service that you love”? The question was posed by John Cunningham to the four GC panelists at LSSO’s RainDance Conference in Dallas on May 9th. “Nordstrom Personal Shopper”...more

Are Your Clients Ghosting Your Firm Without Even the Courtesy of a 'Dear John' Letter?

by JD Supra Perspectives on

At the heart of all strong relationships with clients: good communication! Here are nine ways to connect with clients....more

Back to Basics: Share Your Feedback Across the Firm

by Wicker Park Group on

One of my first clients asked me to analyze the firm’s client feedback research and make recommendations about the program. They sent me several binders of really robust client feedback about their firm. The interviewers had...more

Make sure everyone is on board with the change

by Ary Rosenbaum on

Sometimes no matter how hard you work on a plan and do such a great job, oe person working for your client can cost you them as a client....more

5 Early Warning Signs of Law Firm Decline

by Hayse LLC on

Most problems are more easily resolved when addressed early. Pressures driving law firm instability and decline are no exception. The likelihood of early detection is enhanced by incorporating a routine...more

Why Leadership Visits Should be a Commercial for the Firm

by Wicker Park Group on

For the last decade, we have worked with firms to launch, lead, develop and support client feedback interviews. And in almost every firm, the managing partner or chair is either already conducting relationship visits or...more

How Are You Using Your CRM Tools?

by Chris Fritsch on

The Swiss are known for inventing some pretty interesting and cool stuff: Velcro, Cellophane, the Helvetica font and, a favorite of many people, milk chocolate. But probably no other invention is so closely associated with...more

Active Listening Techniques To Build Your Book of Business

by Wicker Park Group on

At Wicker Park Group, we conduct many business development workshops each year and believe strongly in the value of case studies as the best way for attorneys, usually acting in groups, to practice “meeting” with a client...more

How Law Firms Can Use a Teams Approach to Break Down Practice Group Barriers and Encourage Cross-Selling

by JD Supra Perspectives on

The transition from 'practice groups' to 'market segment teams' is about speaking the clients' language....more

Hoping Your Way to Law Firm Improvement

by Hayse LLC on

Déjà vu - It seems like déjà vu all over again; demand for law firm services is down, but many law firm leaders expect their firm to see an increase in demand. Based on those expectation hiring and purchasing decisions are...more

Discovery by Boilerplate. Can We End it?

by Valorem Law Group LLC on

I have long hated boilerplate objections, which frequently are made to “kick the can” down the road. That is, if you object to a request are “unduly burdensome” or “overbroad,” you can avoid answering for now and have more...more

Killing the Golden Law Firm Goose

by Hayse LLC on

The general approach to law firm billing rate increases continues to baffle me. The overall demand for law firm services has been flat to declining for more than a decade while the quantity of licensed lawyers continues to...more

Needle in the Haystack: The Power of Your Alumni

by Wicker Park Group on

Albeit unplanned and a bit happenstance, I have been interviewing quite a few alumni of our law firm clients. Alumni are great interview candidates for many reasons. They have insights and perceptions that go beyond the...more

LMA P3cast on Client Engagement [Audio]

by JD Supra Perspectives on

Providing a taste of the upcoming LMA P3 Practice Innovation Conference in Chicago (May 2017), the P3cast podcast series continues with Keith Maziarek (senior director of client value, Perkins Coie LLP) as he sits down with...more

GDPR Compliance: The Ticking Time Bomb

by Prosperoware on

General Data Protection Regulation (GDPR) compliance is not an IT exercise. Cyber security represents a huge risk to firms (records breaches increased 556% in 2016, totaling more than 4 billion) and GDPR is an important...more

Back to Basics: 10 Steps to Take After Client Feedback

by Wicker Park Group on

The only hard and fast rule we have about feedback is: “Don’t ASK unless you are willing to ACT!” It is far more damaging to ask for feedback and not address it than it is to not ask at all. As Nat shared in a recent post,...more

The In-House Perspective: 4 Law Firm Billing Best Practices

by JD Supra Perspectives on

Here's the inside perspective on billing needs, as expressed by in-house counsel....more

Law Firm Business Development: Connect The Dots To Maximize The Return

by LawVision Group LLC on

Over the course of the past decade law firm leaders have told my colleagues and me “we need to do something different” to continue to compete in the legal space. It’s no secret that demand for legal services is for the most...more

Client Feedback is a Gift. How Do You Say Thanks?

by Wicker Park Group on

When clients take the time to offer feedback, they give their lawyers and firms a gift. It is the gift of their time—a gift demonstrating they care about the relationship. But with that gift comes great responsibility....more

You have a choice in who you hire as a plan provider

by Ary Rosenbaum on

A few weeks back, I signed up my daughter with a new summer camp after she was at her previous camp for six years. Honestly, it was five good years at that previous camp and one not so great year. The one thing I’m happy...more

What Job is Your Client Hiring You to Do?

by LawVision Group LLC on

My wife and I had a recent real estate experience that illustrates an underlying challenge for law firms when it comes to sustained innovation. A few years ago, to help our daughter while in med school, we purchased a...more

How Lawyers Can Become More Client Focused

by Mark Mansour on

The practice of law has changed over the past half-century. Very few successful attorneys will dispute that. The days of invoices sent to clients with a number and "for services rendered" not only are gone, lawyers who began...more

In-House Perspective: Operating in a Complex World Can be Complicated

by JD Supra Perspectives on

The latest in our series of perspectives by in-house attorneys; on operating successfully in a complex world, by Matt Fawcett, senior VP, general counsel, chief compliance counsel, and secretary for NetApp....more

Next Steps for a Revenue Recovery Program: The Power of Communication

by Kelley Drye & Warren LLP on

Following on the heels of my last post where I explored the “who, where and when” steps for starting a revenue recovery program, this post will examine the “what” and “how” aspects of a program. And more specifically, I want...more

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