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Client interviews: do-it-yourself or get outside help?

I participated earlier today in a discussion group on LinkedIn about client surveys. This posting provides a few additional comments and observations that would have made my comment on LinkedIn too long. The question concerned whether a law firm should do its own client satisfaction interviews...

Client Feedback Pointers

Seeking client feedback is not only important for every law firm, but it needs to be done right. Following a recent post of mine on the topic, my friend Stacy West Clark raised some issues that got me to thinking about the Who, What, When, Why's and How's of getting client feedback...

Hush Up and Listen!

Admittedly, I am not a good listener. I've gotten better, in part because I began listening to my own preaching. More and more in coaching sessions, I advise lawyers to listen more than 50% of the time. In fact, more than 80% as they get better at it. Remember the old saw, since we have...

Aloof and clueless

The Economist's "Johnson" blog had an entertaining, and all too true, post several days ago: " Airlinese ." It pokes fun at the awkward butchering of the English language on commercial airlines. To some extent, I think that the blog's author is too kind. Airline jargon...

Business plans for gigantic canoes

For several months now, I and some of my colleagues in the Public and Professional Interest Division of the International Bar Association have been reviewing the business plans of the PPID committees and other entities. These groups range from very small task forces and working groups of fewer than...

Law Firm Staff: Overlooked Marketers

Most employees of law firms are in a great position to help in the firm's business development efforts - or help damage them. A lot of that depends on how they are treated, how much that love or hate their job, and are otherwise engaged in the business of the law firm. This is particularly...

Marketing Tip: Avoid Malpractice Claims

Now there is a brilliant title, right? Obviously, any client who sues for malpractice (or even files a grievance with the state bar), is probably not going to hire you again. Not to mention how many people they will bad mouth you to. Okay, so that is pretty darn obvious. But stay with me a minute...

When it comes to Marketing, Sometimes Less is More

Consultants (as well as lawyers) can be a touch wordy sometimes. Especially when trying to sell their services to prospective clients. Often we think that it's necessary to cover the waterfront in terms of explaining who we are, what we do (or did), and whom we do (or have done) work for. Or...