Articles & Videos
blogging

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 …

Read more

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 …

Read more

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 …

Read more

The Dilemma Over Legal Fees

Carolyn Elefant’s My Shingle blog recently discussed competing on price. Carolyn contends that solos, and particularly new solos, need to compete on price in order to get their foot in the door. She says, “…what incentive does a client have to hire a new attorney unless he or she is charging a lower rate?” There …

Read more

Value Based Billing For Lawyers – Will it Work?

Nobody likes change, and perhaps lawyers are even more resistant to change because they’re so used to relying on ‘precedent’ to determine what they can or should do in the practice of law. But it may be time for some more creativity when it comes to billing clients. Many assume that the market wants and supports the …

Read more