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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...

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...

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...