Are you happy with your firm’s cash flow? Your billing and collections practices can have a major impact on your law firm’s cash flow. Here are five ways to improve them to make cash flow more consistent. (Watch the video, or read more below): Have Frank Conversations with Clients About Billing – No one likes to …
Do you want to keep bad clients out of your law practice? In this video series on bad clients, we’ve talked about identifying and eliminating bad clients from your practice, but the best way to eliminate bad clients from your practice is not to take them in the first place. In my last video, I …
Are you ready to fire some clients? In a previous video, I challenged you to take a look at your client list and see if it’s time for you to fire some of your worst clients. But how do you do that without creating a bigger problem? When you have a difficult client and you feel that the relationship is beyond …
In my last few posts/videos, I’ve been talking about firing bad clients. But how do you keep those bad clients out of your practice in the first place? Pay attention to your gut. I can’t tell you how many times I’ve been talking to a lawyer who is trying to get out of a bad …
In my last couple of videos, I talked about LinkedIn Recommendations and testimonials – why you need them and how to ask for them. But what makes for a good client recommendation or testimonial? Watch the video below and/or read on to find out! The purpose of a testimonial is to help overcome client objections …
I had an article appear in the October issue of the New York State Bar Journal entitled, “What Should Your Engagement Agreement Include?” Read it here or click on the link below the images to see the full article. What Should Your Engagement Agreement Include – NYS Bar Journal October 18 Reprinted with permission from: …
10 Questions to Ensure that Your Website Attracts Clients Are your clients described on your site? Can your clients ‘see’ themselves anywhere on your site? Is there sufficient detail so that clients will read it and say, ‘that’s me’? Does your site include testimonials from representative clients, or case studies of typical matters you handle …
I recently received a question from a blog subscriber, “If I did one single thing to improve my marketing what would it be?” My answer: focus on the client. Get excruciatingly clear on who your best clients are and why. Create an ideal client profile so that you can easily recognize potential clients who may …
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 …
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 …
A brief article in the July 2006 Inc. magazine caught my eye. The piece was about customer service in restaurants, but the lesson applies to law firms, too. A reader asked whether great customer service can be taught. The answer, by Danny Meyer, CEO of the Union Square Hospitality Group, a company which includes the …
In ongoing surveys of lawyers that I’ve conducted, most agree that client service is an important part of marketing, and yet many don’t have methods in place to measure client satisfaction. Among those that do have such procedures in place, even fewer follow up with clients after each individual engagement to determine their satisfaction. Many lawyers …
Seth Godin claims that consumers say they want everything “perfect, now and cheap,” but what he thinks they really want is “interaction, expectations exceeded and respect.” Whether we agree with Godin or not, it behooves us to realize that consumers, which includes consumers of legal services, often don’t articulate what it is that they really …
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 …
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