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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...

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 that fit this situation, schedule a meeting, and let...

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, do not argue or get defensive. Just listen. More...

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...

Let's talk about lawyer biographies - 2010 AmLaw 100 Websites: Ten Foundational Best Practices

The fourth Foundational Best Practice is lawyer biographies. (If you are new to my blog and that opening sentence doesn't make sense to you, please read these earlier posts about the 2010 AmLaw 100 Websites: Ten Foundational Best Practices Research: one , two , three , four and five - in chron order...

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, call Susie Drum, and if she's not available...

Concise Law Alerts or "Spray and Pray"?

I am not a fan of eNewsletters. I may be in the minority here, but with the email-tsunami reality today, I just don't believe that many of them get read. In a post in August 2005 , I indicated I was a fan of them. Well, that was 2005, and now is 2011. There has been a ton more spam since then, including...

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...