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How To Improve Your Client Service

Most law firms would say, if asked, that they provide excellent client service, or at least very good service. Unfortunately, this self-assessment is not based on fact in most cases. As my friend Stacy West Clark reports, when clients were asked how their law firms were doing "most gave their firms...

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 can't solve a problem that the client doesn't...

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 us to never get out of touch with customers...

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" lawyers, they preferred communicating by email and...

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 Company Blog , there could be five reasons...

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 anywhere from 71% to 80% of new matters come from...

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 on her web site refers to a classic Harvard Business...

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 Catalyst blog during the holidays, that I...

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 posts over the last six years of this blog that...

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, client satisfaction surveys are more important...

Are You Pressed To Find Time for Marketing?

A client mentioned to me this week that things are a little slow, so he has more time to think about marketing. Too bad! He should have been thinking about his next clients when he was busy. Yeah, I know, easier said than done. However, when you are pressed for time to complete a client's matter...

How to Have a Successful Solo or Small Firm Practice

There are lots of things one can do from a marketing and business development standpoint to have a successful practice, whether you are a solo or, quite frankly, a lawyer in any size firm. Considering the fact that you will have less resources to bring into play the smaller your firm, here are a...