Client Relations


Easy as 1-2-3

The 1 Ultimate Answer to Tough Questions

By | Jul.27.15 | No Comments

I still remember my first day in torts class. Old man river, my respectable professor, called on me to analyze an opinion from some archaic case. “Ms. (unfortunately easy-to-pronounce maiden name), is this paragraph law …Continue reading »


Managing

Dressed Down: What Does Being ‘Professional’ Really Mean?

By | Jul.09.15 | 4 Comments

It’s something you hear when you’re starting your career (and something you’ll hear constantly, throughout your career, if you’re a nonconformist): “You have to be more professional.” Of course, that begs the question, just how …Continue reading »


New Column: Well Said!

How to Stimulate Referrals from Every Matter

By | Jun.01.15 | 3 Comments

It’s not that we want to put words in your mouth. But it has come to our attention that sometimes people struggle with what to say when they ask for work, or try to deliver a specific …Continue reading »


Give Your Client a Hand

Positive Client Experience? How to Improve Hospitality in the Office

By | May.21.15 | 2 Comments

“I’m tired of hearing about ‘improving the client experience.’ People come to me because I do excellent work. They don’t care if I’m nice.” Might sound familiar, but it’s only half right. Your clients expect you to …Continue reading »


Decision-Making Skills

Helping Others to Choose Well

By | May.19.15 | 1 Comment

An important client texts you for advice on a critical decision, apologizing that circumstances don’t permit a better means of communication. You can’t see or hear each other, and time is of the essence. The …Continue reading »


Law Practice Management

20 Law Practice Empowerment Tips

By | Nov.18.14 | 3 Comments

At the American Bar Association’s annual GPSolo National Solo and Small Firm Conference in October, practice management experts Peggy Gruenke and Alan Klevan presented “60 Practice Empowerment Tips in 60 Minutes” —  focused on the nuts-and-bolts …Continue reading »


The Friday Five

Five Questions to Ask a New Client

By | Oct.17.14 | 3 Comments

It’s one of the fundamentals they drummed into you in law school: It is your job to know the answers. That’s why clients seek your help, right? How you prove you are smart, and why …Continue reading »


Nothing But the Ruth!

Boldly Go Where No Firm Has Gone Before — With Your Holiday Card

By | Oct.09.14 | 4 Comments

A holiday card catalog arrived in the mail a few weeks ago. I’m mostly a holiday purist who believes that you shouldn’t start celebrating the December holidays until after Thanksgiving. However, there are exceptions when …Continue reading »


Back to Basics

How to Calm an Angry Client

By | Aug.27.14 | No Comments

As much as we like to believe that, if we do everything well, our client will always love us, it’s just not true. You know the scenario. It’s the end of the day. The phone …Continue reading »


Civility: Why It’s Critical to Keep Your Cool

By | Jun.12.14 | 1 Comment

Find yourself feeling irritated? Frustrated? Downright grind-your-teeth angry? Maybe you skipped breakfast. And lunch. Maybe your spouse was nasty to you at dinner last night. Maybe you can’t stand the way opposing counsel flagrantly misinterprets the …Continue reading »