Doing Good & Building Your Practice Big Time
Creating and fostering excellent relationships is the key to becoming a rainmaker. Providing existing clients with extraordinary service is every attorney's and law firms' ticket for prosperity.
Client Service by the Numbers
Nobel Prize laureate Paul Krugman has a very important column in today's New York Times . His title "The Third Depression," along with the thoughtful analysis that he presents, communicate a clear warning to law firms that depend heavily on clients in the United States and Europe.
In the current economy, other lawyers will be coming after your clients. Every lawyer would therefore be well advised to increase client satisfaction and protect the relationships that ultimately pay your salary, bonus, and rent. You can't make clients too happy.
Review these best practices from...
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...
Emmitt Smith said that in his August 7, 2010 Football Hall of Fame induction speech. You can read the speech here .
I don't love football, but I do like the Dallas Cowboys - most seasons. I typically wouldn't hunt for legal marketing/management metaphors on a sports channel in the fall of...
Do you feel uncomfortable networking? Maybe better questions include: Do you enjoy helping friends and acquaintances? Are you a good listener? Do you like to party?? Then, you may be better at networking than you think. So, maybe it is the word "networking" that is the culprit. Think of it...
A partner from a law firm in a small legal market (under 500,000 people) in the United States asked me this question a few days ago.
The answer is really one of definition. While the term "general practice" is relatively benign, claiming to be "full service" can be toxic for a...
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
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...
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...
"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...
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...
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...