The June 16, 2006 edition of the ABA Journal e-report included an article discussing how the Second Circuit set fees for one solo attorney. The case involved an ERISA claim where the attorney was successful in arguing that his client’s pension should not be reduced because of a break in service. The attorney based his …
Does providing excellent client service mean you have to be tied to clients 24/7? Dan Hull, who writes the respected What About Clients blog thinks lawyers should be there for clients — 24/7. I agree with Dan when he says, In the next decade, and even for high-end clients, more and more “cookie cutter” and fungible …
I read an interesting article yesterday morning from CRMGuru.com by David Rance, a UK consultant who helps organizations become more customer-centric. The article was entitled The Madness of Metrics: Be Careful What You Measure, and it got me thinking, once again, about law firms. Take a moment and consider what it is that your firm measures. Where …
I have to credit my friend and business coach, Leslie Malin for the title of this article – it was the title to an article in her E-zine and it brought up so many great thoughts related to managing and marketing a law practice that I had to share it. I do a presentation on …
Michelle Golden’s Golden Practices blog contains a great post entitled, “If Internal Communication is Poor, Can You Still Have A “Great Culture?” She warns that firms that take their ‘great culture’ for granted are playing with fire. She lists seven ways in which firms undermine their ‘great culture’ by failing to communicate personally with people about important …
Dan Hull’s What About Clients blog focuses on increasing the level of service lawyers provide to their clients. Dan’s firm has a performance evaluation system which has recently been re-vamped to include specific focus on client service. (Their system also includes ‘top down’ evaluations, but also ‘bottom up’ evaluations – something missing from many law …
Worried about great lawyers or staff being lured away by the competition? Read on to find out the best ways to keep your best employees loyal to your firm. I was reading one of my daily newsletters, Early to Rise, and came across an article by Michael Masterson which addressed exceeding your potential by surrounding …
I received an email from a reader in response to something I’d written about excellent client service that said, in part, Customer Service, whether in a diner, the grandest salon purveying the finest food and beverage in this or any land, or in the conference room filled with the greatest collection of legal minds … …
In a previous article I wrote about the importance of seeking feedback from clients, and the ways in which to go about obtaining it. But don’t forget what may be the most important part of the equation – what to do with the feedback once it is received. Obtaining feedback from clients and never looking at it …
Seeking feedback from clients is important. But what is the most effective way to obtain this information? The answer may depend on the kind of practice you have and the nature of the particular client – whether it’s an ongoing relationship or a ‘one time’ client. So many lawyers boast in their marketing materials, on their websites, …
Fellow lawyer Arnie Herz of Legal Sanity believes that one of the reasons for lawyer discontent is the failure to address what “sparks us and supports our curiosity, interests and desires.” I agree wholeheartedly that lawyers, as people, need to get in touch with what inspires them and moves them to action. It’s why I’m a big …
“It’s not what you know, it’s what you do.” -Sean D’Souza www.psychotactics.com. We all know that our websites are there for our clients, or potential clients. But how many law firm websites talk more about themselves than about their clients? Take a look at your website and answer these questions: Is your site about your clients …
A friend recently asked me, “How many cases should I take in a year?” Unfortunately, there’s no magic number to answer that question, perhaps that’s because it isn’t the right question to ask – it’s looking at the problem from the wrong end. A better way of getting to the information that I think my friend …
By under-promising and over-delivering, law firms can increase their bottom line and improve the reputation of lawyers in general, and that makes exceeding clients’ expectations just good business. Of course, there is an opposing viewpoint. Exceeding clients’ expectations is considered by some to be a “stupid strategy.” However, often, those that think exceeding expectations is the …
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