Client Services

News & Analysis as of

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

Adapt Your Communication to Your Audience

Everyone utilizes all three styles of communication—visual, auditory and kinesthetic. Yet more often than not, one communication style is dominant. Repeated studies have found that the general US population is 70% visual, 20%...more

General Counsel's Comments from ALM Law Firm Marketing Leader Forum

Three influential general counsel tell it like it is at this year's ALM Law firm Marketing Leaders Forum held this November in San Francisco. It's worth the read. ...more

5 Reasons Why You’re Not Engaging Clients to Your Law Firm

In a previous post, I promised to write about how and why client engagement goes off the rails for many attorneys. As I reflected on that, it dawned on me that there really are only a few reasons people don’t engage...more

Should You Handle That Misdemeanor Case?

You get a call from a family member, friend, or client who’s either been arrested or will be soon with a misdemeanor, such as a DUI. Maybe you’re new to practice or criminal law isn’t your usual area. Should you take on the...more

Convergence: Growing Dissatisfaction with Biglaw and the Rise of the Alternatives [Video]

Evolutions in technology, the economy and business culture are forcing a change in the legal industry. Rimon’s CEO and COO share how Rimon and other alternative legal services companies are changing the way lawyers practice...more

Practice Makes Perfect

Amber Dolman and Robert Bishop came to Goodwin Procter in much the same way: Both started at the firm right out of law school, after having worked there as summer associates. While Bishop began in the REIT practice, he soon...more

3 Reasons Business Owners Could Be Your Best Clients

If you are not currently serving business owners, now might just be the time for you to start. You see, handled the right way, business owners are great clients because…...more

New DRI President Reaffirms Defense Bar’s Commitment To Business Community

The Editor interviews John Parker Sweeney, President, DRI – The Voice of the Defense Bar, and Partner, Bradley Arant Boult Cummings LLP. Editor: Congratulations on being named DRI’s president. Tell us about your...more

Client Q&A: Interview with Joe Benage, Vice President, Insurer and Employer Services

Quest Diagnostics provides crucial diagnostic information that supports and enhances decisions people make to improve patients’ health. The company offers a wide range of products and services that benefit patients,...more

Still thinking: More things I think I think

The wheels in my brain are still slowly moving, so here’s more of what’s on my mind. - I hate it when lawyers or firms “publish” “articles” that refer to “reports” without identifying them or linking to them. These...more

What Not To Do When A Client Retires (or is fired)

Having worked with countless law firms, one thing stands out more profoundly than almost anything else: Law firms hate change. They dread economic change, structural change, organizational change and—perhaps above all...more

Can Your Firm Join the Customer Experience Movement?

One key question that comes up a lot in customer experience is, “Why do so few companies ‘get it’ when the results are so obvious?” In terms of Global 500 companies, the number truly immersed in the Customer Experience...more

“You did WHAT!?” – The Powerful Value of Providing Something for Nothing

At the risk of further confirming our reputation as heretics, let us advance what to most practicing lawyers may seem like an outrageous proposition: “Not everything in life has to be a billable event. There are times when...more

The Roundup: Last Week’s Recommended Reading (Nov. 7, 2014)

The Legal One Percent: Among lawyers, as across the country, the rich are getting richer and the poor are getting poorer—and the education system isn’t helping. (The New Yorker)...more

Meet Your Clients’ Expectations

We can all benefit from revisiting the essential expectations clients have of outside counsel. Even though none of this is groundbreaking, it’s too easy for outside counsel to get lost in the weeds of day-to-day work and...more

Clients for Life: How to Become a Trusted Advisor

What does it really mean to be a trusted advisor and why would you care? Well, when you’re a trusted advisor to your clients vs. just a “lawyer” they consult for one thing, one time…...more

Mirroring Your Clients for Maximum Client Confidence

I recently met a group of lawyers at a dinner I attended, where the conversation turned to how available attorneys are to their clients these days. One woman, who practices securities litigation at a large Silicon Valley law...more

Picking The Right Attorney

Selecting and hiring a good lawyer is critical in dealing with a legal problem. Lawyers are increasingly limiting the types of cases they handle in an effort to provided better representation and because the law is becoming...more

115 Results
|
View per page
Page: of 5