Young Lawyers Client Services

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Client Satisfaction is Dead…

Client satisfaction is dead – or you may be, if that is your primary focus as an organization. This seemingly radical statement is but one conclusion you might draw from reading Value As a Service, a fabulous new book by Rob...more

Things Lawyers Do - An In-House Client's Perspective...

A call to a law firms for better client service by Matt Fawcett, senior VP, general counsel for multinational data storage and management company NetApp....more

“We’ve got Stephanie” – A Southwest Airlines Lesson in Client Service for Law Firms

A lesson in why it matters to treat your clients and your clients’ problems as your own....more

The Four Questions of Client Loyalty

At the end of a client feedback interview last week, the senior in-house counsel I was speaking with summed up the relationship by saying, “At the end of the day, they get all my work because they make me look...more

GE, Like McDonalds, is Outsourcing Some Corporate Functions. How Soon Before It Happens With Law Departments?

My last post recounted McDonalds’ creation of its own ad agency and posited the question whether bespoke law firms could be far behind. Enter GE. Yes, that GE. According to CFO.com, GE is transferring about 600 of its...more

“Switch” On Business Development Skills With Associates

Many years ago, one of my prior firms looked to hire its first business development “lead generator.” The candidate we selected had graduated from law school and served as a client of the firm. He had an impressive network of...more

Best Way to Develop Business? Pay Attention

The single best way to improve your business development expertise is not to read articles like this. ...more

Back to Basics: Don’t Get Client Feedback Without Preparation

Whether conducting interviews face to face or via telephone, we recommend spending 20 to 30 minutes with the primary relationship lawyer (and potentially a group of lawyers who have significant experience and interaction with...more

Back to Basics: 8 Strategies for Choosing Your Next Client Feedback Interviews

Wicker Park Group is revisiting some of the essential processes around Client Feedback Interviews in a new series of blog posts called “Back to Basics.” This is the first article in the series. Check back regularly for...more

Law Firm Professional Development: The Importance of Trust

An element that is rarely included in professional development and related business development curriculums in law firms is the topic of “trust.” Trust is difficult to quantify and as a result, difficult to measure. So...more

$1,000 Lawyers and Howard Schultz’s $12 Cup of Coffee

Howard Schultz recently announced he is stepping down from his role as CEO and Chair of Starbucks to focus on the company’s plans to build high-end coffee shops that charge as much as $12 per cup of coffee. That makes me...more

The Strange Pattern of BigLaw

There is a certain pattern or chronology of decisions that most law firms in the U.S. engage in that continues to baffle me. This year especially. First, BigLaw instituted enormous associate raises notwithstanding the clamor...more

Herding Visionaries & the Velocity of Change

I have learned a lesson over the past few years that has revealed itself most often during the frequent get-togethers we are lucky to have with other disruptors in the legal industry -- herding visionaries is a difficult...more

Business Development Training: Five Simple Resolutions for 2017

As is customary, the New Year brings with it a variety of resolutions, plans and promises. As such, this is a great time to outline and schedule business development training for the year. Along with the traditional...more

10 Questions That Need Answers for a Successful 2017 (and Beyond)

At about this time last year, I wrote a blog about 10 Projects That Can Produce Big Results in 2016. My goal was to get each reader’s firm to focus on one signature project from a “menu” of options that would have a positive...more

Lawyers Are Ignoring a Vital Business Development Tool

When we teach and discuss Legal Project Management (LPM), we stress that the last of LPM’s five basic steps, Post Project Review, not only is every bit as essential as the first four steps, it can be an extraordinarily...more

What True Hospitality Means to Your Clients

End-of-the-year travels have had me on more airplanes, staying in more hotels, eating in more restaurants and visiting more law firm offices than usual. During my travels, I experienced some of the best and some of the worst...more

In the Time of Giving, it’s the Little Things

Many law firms understand how to meet their client’s biggest and most obvious client service preferences. We’ve all laughed about (and learned from) the story of the firm that FedExed its RFP response to UPS and was summarily...more

Client Q&A: Lecorpio, Doug Luftman, Chief Innovation Officer and General Counsel, November 2016

Trusted by the world’s most innovative companies, Lecorpio Intellectual Property Management provides a secure, web-based portal for centrally managing the entire IP lifecycle – from the submission of disclosures and trademark...more

Prevention is the Answer to the Question of How Law Departments Can Do More With Less

According to a survey of corporate counsel at large U.S. corporations reported by Law.com, nearly 70% of law departments expect their annual operating budget to be flat or decrease in 2017. Let me say that again—nearly...more

A Few Questions to Drastically Improve Your Client Relationships

Fall is one of our busiest interview seasons at Wicker Park Group. Just last month, I conducted over 30 individual interviews. The companies ranged in size, revenue, region, complexity and legal department sophistication, yet...more

A client is a friend with a problem.

One of the best definitions I’ve seen came from the website of Denver law firm Fairfield and Woods, quoting one of its long-time partners...more

It's Time to Change the Mindset of Your In-House Legal Team

Innovative legal teams believe they can help create competitive advantage for their business and have a true "seat at the table." They do not simply solve the problems that their internal clients bring them – they anticipate...more

Why In-House Counsel Should be Leading the Way for Revenue Recovery

My last post was an introduction in ways to change the conversation from in-house legal departments being cost centers to instead, being centers for recovering revenue for their companies. Now, the question may be why you...more

Revenue Recovery through In-House Legal — Changing the Conversation

“Legal is just a cost center.” - “The business drives the revenue; legal puts the brakes on us.” - “In-house lawyers should focus on preventing loss to the company.” - These statements, often heard about...more

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