Legal Business

Recent Posts

Are you at risk of losing a client? 10 diagnostic questions
Posted on 11 May 2011 by Norman Clark

As my colleagues and I interview the clients of law firms, we hear a consistent set of complaints about the service that they receive from law firms. Here is a short checklist to help law firms consider whether they have the basic management structures... Read More

Good surprises
Posted on 1 Jun 2011 by Norman Clark

Are you better than you think you are? One of the most unpleasant surprises in the practice of law is to learn that a client is dissatisfied with something that you believed that you did quite well. Bad news like this is unwelcome, but it can be... Read More

Client interviews: do-it-yourself or get outside help?
Posted on 4 May 2011 by Norman Clark

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... Read More

When it comes to Marketing, Sometimes Less is More
Posted on 20 Jul 2011 by Tom Kane

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... Read More

Client Feedback Pointers
Posted on 11 May 2011 by Tom Kane

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... Read More

  • Blog Post: 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...
  • Blog Post: 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...
  • Blog Post: Are you at risk of losing a client? 10 diagnostic questions

    As my colleagues and I interview the clients of law firms, we hear a consistent set of complaints about the service that they receive from law firms. Here is a short checklist to help law firms consider whether they have the basic management structures and systems in place to allow them to keep...
  • Blog Post: Good surprises

    Are you better than you think you are? One of the most unpleasant surprises in the practice of law is to learn that a client is dissatisfied with something that you believed that you did quite well. Bad news like this is unwelcome, but it can be the first step to managing a major vulnerability...
  • Blog Post: 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...