Client Services

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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

Fight, Flee, or Freeze: What’s Your Leadership Response Style?

Fear of the unknown, conflict, failure and change are all commonly experienced as the emotion of anxiety. In a professional setting, these emotions may translate into avoidance behaviors or defense mechanisms that may cloud...more

Four Common Themes from Client Development Coaching Sessions

In my work over the past year with individual associates and partners on client business development, I have noticed several common themes that are worth sharing: - 1. In law practice client development, many lawyers are...more

A Response to: 'Forcing Lawyers to Perform Pro Bono Services'

In his article in Verdict (July 18, 2016), Prof. Ronald Rotunda, responding to comments on pro bono delivered by Supreme Court Justice Sonia Sotomayor at a national conference of the American Law Institute, rightly states...more

P3 part one: The Plan

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.  That backdrop helps illustrate the Plan-Perform-Perfect theme I...more

Advanced Pricing Class – Early Bird Rate Ends 9/8/16

Law firms of all sizes are facing pricing pressures like never before.  There is a tendency for many partners to simply agree to the discounts requested by clients — even for high value legal matters, rather than push to show...more

2016 Law Firm Benchmarking Report: Staying Competitive in Today’s Crowded Legal Market

The writing is on the boardroom wall, but the question is, will firms choose to take action and do something about it? 79% of those surveyed in Exterro’s 2016 Law Firm Benchmarking Report stated that client expectations have...more

What’s Your Definition of Lion’s Share?

I recently conducted an interview that reminded me of one of my favorite client feedback interview experiences and the importance of knowing your clients’ legal budgets. As part of the interview process, we always...more

After Action Assessments: A cornerstone of prevention

Preventing legal problems from ever occurring does not happen serendipitously.  It is a matter of design, intention and execution.  In Life at the Speed of Prevention, we will devote a number of posts to the design of a...more

Lead Change or Hang On for Dear Life

Change is. Years ago, many people debated whether the legal industry was changing. Truth be told, the debate was silly. Change is. The only question is the speed of change. It used to be slow. It took years to move from...more

Tips for Maintaining a Positive and Productive Attorney-Client Relationship

Retaining legal counsel can be overwhelming for many clients. The attorney-client relationship frequently begins at a difficult time in a client’s life. As lawyers, we are charged with not only helping clients work through...more

Have your clients had their legal checkup?

In August 2014, the ABA's Commission on the Future of Legal Services set out to improve the delivery of, and access to, legal services in the United States. (Report on the Future of Legal Service in the United States, p.4) ...more

Don’t ignore your client’s complaints

In my personal life, I think that many people think I’m a pain in the rear end. As someone who used to be passive-aggressive, I try to tell people what bothers me and what I want, so there is no more guessing on how I feel...more

The Right Time to Visit a Client

When discussing client relationships and client service with law firm leaders, we are often asked a question I find surprising: When is the best time to go visit a client? Before delving into the answers to that...more

Preventing Data Quality Depression – and Rolodex Rejection

So what do you do if you just can’t seem to get data quality help from within your firm – or if you don’t want to spend months manually cleaning your CRM data? How big a problem is data quality depression really?...more

Is My Partner Stupid? Is My Partner a Thief? Cross-Selling Fears as Obstacles

For years, cross-selling has been seen as the almost unreachable holy grail of law firm business development. Firms know if they can figure out how to cross-sell their services they can increase revenue substantially and...more

When you should step aside and let someone else speak

One of my least favorite days during the year is my birthday because I’ve been accustomed to it being a so-so to a bad day. I took my Criminal Law final on that day during my first year at law school and I was abandoned by my...more

Client Development Tips from an In-House Counsel

I began my legal career like the majority of law school graduates—by joining a law firm as a fresh-faced associate. My primary job responsibilities were to represent the firm’s financial institution clients in litigation...more

Nailing the Fundamentals – Connecting the Dots to Grow a Client Relationship

Solving a client’s business issues if you don’t know the solutions or services your firm has to offer can be like trying to solve a jig-saw puzzle without all the pieces....more

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