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Considering Client Service as Part of Employment Reviews

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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What To Do With Client Feedback

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 …

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Is Your Website Really What Your Clients Are Looking For?

“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 …

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Exceeding Clients’ Expectations

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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Do You Know If Your Clients Are Satisfied?

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 …

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Do You Know What Your Clients Really Want?

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 …

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Considering Client Service as Part of Employment Reviews

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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Being There for Clients – How Available Are You?

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 …

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