Legal Business

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How Satisfied Are Your Clients? Ask Them

It continues to amaze many clients that more law firms do not seek their feedback on the legal services provided. Over the years I have met with dozens of law firm clients, and heard often that they welcome opportunities to provide feedback. In this economy...

Published Thu, Mar 17 2011 10:05 AM by Tom Kane

Filed under: legal marketing, legal business development, client relations, Tom Kane

Handwritten Notes Can Make You Stand Out Big Time!

Having preached...yes preached for most of my marketing life about the importance of sending handwritten thank you's , congratulatory notes, etc., I continue to be amazed at how little of this is simply activity is done today. I have at least a dozen...

Published Wed, Mar 9 2011 10:10 AM by Tom Kane

Filed under: legal business development, client relations, Tom Kane, client communications

Organized Networking Makes Sense

Too often when working a room, many of us do so with little thought on being organized. As lawyers, we are methodical by nature in many of our dealings, but I expect networking isn't one of them. Then, I ran across a post Bruce Allen did on his Marketing...

Published Wed, Feb 16 2011 1:27 PM by Tom Kane

Filed under: legal business development, client relations, Tom Kane

It's time to make business personal

In our world of computer-generated auto-replies ("I'm on vacation" or "I went to the dentist" or "Thank you for your question. In a week and a half, someone will surely get back with you" or "I can't help you...

Published Wed, Feb 2 2011 11:57 AM by Deborah McMurray

Filed under: legal marketing, client relations, Deborah McMurray, client communications, law firm 4.0 blog

Is Seeking Client Feedback in Your 2011 Budget? It Should Be

The budget process for 2011 marketing efforts should be well underway in your firm; and clearly finding out how loyal your clients are is vital to your firm's economic future, not only for the coming year but beyond. Joyce Smiley in a recent item...

Published Wed, Dec 8 2010 3:13 PM by Tom Kane

Filed under: legal marketing, client satisfaction, legal business development, client relations, Tom Kane, client communications

Manage Client Expectations To Get More Referrals

There could be a number of reasons that clients might bad mouth your firm. As the saying goes, an unhappy client/customer will tell up to 10 people how dissatisfied they are with a product or service. For a lawyer, that can be the kiss of death, since...

Published Tue, Nov 16 2010 12:48 PM by Tom Kane

Filed under: legal marketing, legal business development, client relations, Tom Kane

Value questions to ask your top clients (Part 2 of 2)

This post concludes our list of questions to ask top clients. As noted last week , the idea is to pick just a few that fit your situation, schedule a meeting to discuss them, and listen to them while they talk 80% of the time. Whatever the client says...

Published Fri, Sep 24 2010 4:11 PM by Jim Hassett

Filed under: business development, client relations, client communications

Value questions to ask your top clients (Part 1 of 2)

When an AmLaw 100 senior partner recently asked us for advice on strengthening the relationship with a top client, we recommended asking questions about his client's perception of value. We sent this list. His task was to pick a few key questions...

Published Fri, Sep 24 2010 4:05 PM by Jim Hassett

Filed under: legal business development, client relations, client communications

A Prospect Didn't Hire You, and You're Surprised?

Okay, you met the ideal prospective client, who had a legal problem you really could have helped them with. BUT, after your conversation which you thought went well, he or she didn't hire you. What's with that? Well, according to RealPractice's...

Published Fri, Sep 24 2010 10:32 AM by Tom Kane

Filed under: legal marketing, legal business development, client relations, Tom Kane

Client Communications: What Has The World Come To?

A reporter called the other day to ask about whether client communications have changed, and what I thought about how lawyers should communicate with clients in this new age. She mentioned that in talking with some digitally savvy "younger"...

Published Fri, Sep 10 2010 10:38 AM by Tom Kane

Filed under: client satisfaction, client relations, Tom Kane, client communications

Client Interviews: Think Defensively

I have advocated for years the need for client satisfaction interviews as a means of keeping competitors from pirating your clients. Not only do these surveys, especially in-person ones, help to solidify the client relationship, but they let a firm know...

Published Wed, Sep 8 2010 4:23 PM by Tom Kane

Filed under: legal marketing, business development, client satisfaction, client relations

Free Lunch

A surprising number of otherwise sophisticated law firms spend a horrifying amount of time and money pursuing strategic alliances, partnerships, or other relationships with other firms. Some of these relationships work well. Most, however, produce disappointing...

Published Wed, Sep 8 2010 11:37 AM by Norman Clark

Filed under: business development, client relations, Norman Clark, law firrms

Have You Called A Client Today?

It's 2:00 p.m. on Thursday, and Tom Peters of In Search of Excellence fame undoubtedly would like to know if you called a client today. Peters has an excellent 1 minute 7 second audio clip I ran across today. You should listen to it as well. He admonishes...

Published Fri, Sep 3 2010 12:13 PM by Tom Kane

Filed under: legal marketing, legal business development, client relations, Tom Kane

Discover the Client's Need, Before Selling the Solution

Doesn't every lawyer do that? Well maybe not so much. Sometimes professionals are too busy talking about the solution to a problem they assume the client has, when in fact the client may not even recognize they have a problem. In other words, you...

Published Wed, Sep 1 2010 12:11 PM by Tom Kane

Filed under: legal business development, client relations, Tom Kane

Does a small general practice law firm have a future in a small market?

A partner from a law firm in a small legal market (under 500,000 people) in the United States asked me this question a few days ago. The answer is really one of definition. While the term "general practice" is relatively benign, claiming to...

Published Thu, Aug 26 2010 12:18 PM by Norman Clark

Filed under: business development, client relations, client service, small law firms

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How Satisfied Are Your Clients? Ask Them

Handwritten Notes Can Make You Stand Out Big Time!

Organized Networking Makes Sense

It's time to make business personal

Is Seeking Client Feedback in Your 2011 Budget? It Should Be

Manage Client Expectations To Get More Referrals

Value questions to ask your top clients (Part 2 of 2)

Value questions to ask your top clients (Part 1 of 2)

A Prospect Didn't Hire You, and You're Surprised?

Client Communications: What Has The World Come To?

Client Interviews: Think Defensively

Free Lunch

Have You Called A Client Today?

Discover the Client's Need, Before Selling the Solution

Does a small general practice law firm have a future in a small market?