Client Relations

Hear the Bells

100 Percent Open Rate! Rethinking the Holiday Card

By | Nov.02.15 | No Comments

“Another end-of-year chore. What should we send out? Does anybody even care?” Those thoughts come to mind whenever it’s time to start thinking about sending a holiday card. It doesn’t have to be this way. What have …Continue reading »

Client Service

Six Ways to Elevate Your Client Satisfaction Game

By | Oct.27.15 | No Comments

We smiled when we read the name of Diana Stepleton’s upcoming session at this year’s MILOfest: “Hugging Your Clients.” Client service is one thing, but making your clients feel they have been hugged is something …Continue reading »

Play to Win

Running a Client Team

By | Oct.26.15 | 2 Comments

Much has been written and said about the value of forming client teams, but a recent conversation made me realize not all lawyers understand what that actually means. I had suggested to a law firm partner …Continue reading »

Well Said

How to Speak to Your Dream Client

By | Sep.28.15 | No Comments

Recently, a lawyer who said he’d “been given the chance to meet with my dream client” asked for help preparing for that meeting. He allowed that, “they’re not adding any new panel counsel yet, but …Continue reading »

Client Relations

Put Something Paperless in the Holiday Post

By | Sep.16.15 | No Comments

As the holidays approach, a smart lawyer begins to ponder greeting cards for clients and contacts. This year, an electronic greeting may be your best bet to impress without spending a bundle. Don’t worry, it’s no …Continue reading »

Ask the Experts

What You Need to Know About Client Feedback Programs

By | Sep.01.15 | 1 Comment

Question: We’d like to start a client feedback program. What do we need to consider when implementing this type of program? Jim Jarrell: I think it’s safe to say that every firm needs some form of a …Continue reading »

Christmas is Coming!

Pros and Cons of Digital Holiday Cards

By | Aug.12.15 | No Comments

With summer in full swing, it may be difficult to imagine Christmas and Hanukkah looming around the corner. But if the topic is holiday cards, it’s not too soon to knock a few big decisions off your to-do list. Should We …Continue reading »

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 »


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 »