Client Service

Every lawyer wrestles with getting and keeping clients. It is, after all, hard stuff! And it’s actually quite normal to constantly wonder: “Where do I start?” “Are we spending enough or too much … on the wrong things?” ...

Many firms talk about the importance of cross-selling—or cross-marketing, if you prefer—their clients. The problem is that you must serve the client before you can cross-market to the client. Too many firms fail to realize this and then wonder ...

We live in a ratings-focused economy. Never has it been easier for consumers who’ve experienced bad service to share their stories—in near real-time—with the world on Facebook, Yelp, Angie’s List or Twitter. And attorneys are not immune. Clients ...

Turbulence in the legal profession, and the business world itself, make these difficult and unusual times. The loss or consolidation of so many venerable law firms has altered the competitive landscape for firms of all sizes. It’s likely, for ...

When I started my own commercial litigation boutique last year, I gave serious thought to abandoning the much-maligned billable hour. After all, we all know the criticisms: The billable hour rewards inefficiency, places the lawyer’s interests at ...

Innovation is the cornerstone of our economy. Finding new ways to do things, unique things to sell and better ways to sell them—that’s what it's all about. How does this apply to your law practice?

Have you noticed that nearly everyone who writes about the legal profession and practice management these days seems fixated on innovation? Either that or leadership—but mostly innovation. Here’s our theory: When people start talking about ...

Let's say you have a meeting scheduled with your client to review an important time-sensitive document. Moments before, your client calls to cancel because she's caught at home during a snowstorm. At one time, you would have had no choice but to ...

In most areas of law practice, problems with lawyer-client communications are the number one cause of legal malpractice claims, followed closely by basic deadline and time management issues. From a claims prevention point of view, you get more ...

If a doctor can diagnose a patient’s condition without actually being in the same room, a lawyer can provide advice and services in the same way. Think about transforming the “where” and “how” of your law practice and becoming extraordinarily ...