Young Lawyers Client Services

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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

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

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

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

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

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

From Sponge to Trampoline: Putting the “Active” in Active Listening

Early in my law firm marketing career, I held an in-house position at a Pacific Northwest law firm of approximately 150 lawyers. I was asked to speak at the firm retreat. I shaped my presentation around the basics: Focus on...more

“Be in the Space You Want to Be in.”

My friend John Chisholm sent me an article on why diversity programs in law firms are failing. (Talk about a small world–An Aussie sending an article from a Canadian publication to a guy in Chicago!) The article includes...more

Clear Writing Makes a Difference

Clear writing makes a difference. For the skeptic, we now have proof. Using 50 readability measures, the study’s authors found that by a huge amount, a more readable, easy to understand brief is more likely to prevail over a...more

The Four Essential Rules of (Zombie) Loyalty

As mentioned in a recent blog post, we at Wicker Park Group love to read and love to share favorites with each other and with clients. Amid the many excellent books that address the client experience, we picked one...more

Who Will Be The Owners of Law Firms in the Future?

We are often asked what we think law firms will look like in the future. What will the leverage model be? Will the Equity Partner class be larger or smaller? How will the changes in the business impact staffing? These are all...more

Nailing the Fundamentals: The Value of Rehearsing

While in NY recently, I found myself outside Carnegie Hall. Whenever I find myself there, I often think of the old joke attributed to Jack Benny that goes “How do I get to Carnegie Hall?” To which Jack replied “practice,...more

What Executives Want from Go-To Outside Counsel

Last week, a friend of mine here in New Orleans asked me for a referral for a good internal medicine physician. Being a corporate lawyer by training and practice, I don’t know which internal medicine physicians have the best...more

“It’s just $10 an hour.” Not quite.

I was having lunch with a friend a few days ago and we started talking about the legal industry’s move to pay starting lawyers $180,000 a year. Plus benefits. To me, salaries of this kind are the product of the criminally...more

Are You Focusing Too Much On Your Diversity Program?

Diversity is a good thing. Actually it’s a great thing. It’s good for business in many ways. But the focus on diversity in the legal industry has become, for the most part, an exercise too tied to metrics and too formalized...more

Answer Your Phone

One of our more popular blog posts last year talked about the importance of actively listening to clients in a world of many distractions. We quoted author Sherry Turkle’s observations about putting away your cell phone to...more

5 Strategies to Grow Your Business – Action Items from the LSSO RainDance Conference

Sheenika Shah's recap in five lessons of the recent LSSO Raindance Conference in Chicago....more

Lack of Business Development Support May Be Just What You Need

I recently attended the Legal Sales and Service Organization’s Raindance Conference in Chicago, which, by the way, I highly recommend. The keynote speaker, Jeff Kaplan, PhD of the J. Alan Group, spoke about a growing trend in...more

Delight Your Clients with G.L.U.E.

At the recent Client Experience in Professional Services conference in Durham, North Carolina, Stan Phelps shared his insights about winning the hearts of customers and influencing positive word of mouth. Phelps is the author...more

Law Firm Business Development:  Don’t make this common mistake when following up with a prospective client

I chuckled as I read Jon Manley’s article, “Stop Touching Base with Your Prospects.” It might seem counterintuitive, but a closer look reveals a common trap many of us can fall into.  Consider the following email outreach...more

Law Firm Business Development: Nailing the Fundamentals

It is one of the simplest yet often hardest questions to answer— “What do you do?” Having a crisp answer can often be the difference between making a connection with a client to help them solve a problem, or a wasted...more

Be the Effective Team Your Clients Need

“When I select attorneys to handle a matter, I really look for a team. I want the leader to be familiar with the case and giving people direction. I don’t expect him to get in the nitty-gritty from day one, but you do really...more

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