Client Relations


The Friday Five Classic

Five Things Lawyers Hate to Hear Clients Say

By | Apr.15.16 | 1 Comment

In situations involving you and your client, the adversarial system is your worst enemy. The only win is a long-term client relationship that is sustainable, and a short-term victory gained by your legal swordsmanship almost …Continue reading »


Client Relations

How to Master Difficult Conversations with Clients

By | Apr.07.16 | No Comments

Have you been avoiding a potentially difficult conversation with a client for fear of it going badly? The good news is that you are in solid company — some of the best and brightest lawyers …Continue reading »


A Curmudgeon's Perspective

Fighting Words: Letter of the Law

By | Mar.22.16 | 2 Comments

My neighbor Charlie stopped me in the driveway the other night and asked, “Can you help me here? I got this stupid letter from some jerk lawyer, and I’m mad as hell!” He was red-faced, waving …Continue reading »


Get to the Point

Don’t Speak Like a Patronizing ‘Parent’

By | Mar.14.16 | 2 Comments

The parade of presidential candidates across my television screen has reminded me of the transactional analysis best-seller, “I’m OK, You’re OK.” Transactional analysis is a psychoanalytic therapy method. It defines three ego-states: Child, Parent and …Continue reading »


Time & Money

Will Your Client Show Up?

By | Feb.29.16 | 5 Comments

When you factor together the number of appointment-based businesses and the average no-show rate across all industries, I estimate the American economy loses at least $66 billion each year due to missed appointments. You’ve likely seen …Continue reading »


The Friday Five

How to Show Your Client You Don’t Really Care

By | Feb.12.16 | No Comments

Sure, it is no more important to show gratitude for a client on Valentine’s Day than any other day of the year. But, confronted with mountains of heart-shaped boxes and an avalanche of sweetheart sales, …Continue reading »


Nothing But the Ruth!

You Don’t Need a Holiday to Show Some Love

By | Feb.11.16 | No Comments

Valentine’s Day is on the horizon and stores are filled with overpriced flowers and red and pink candy shaped like hearts. In honor of this Hallmark holiday, my editors asked me, “How do you show …Continue reading »


Inspire Confidence

Golden Rules for Building Client Trust

By | Feb.03.16 | No Comments

According to a Gallup poll on the perceived honesty and ethics of various professions, most people (79 percent) rate lawyers average or low. Just below bankers. Congressmen and car salesmen ranked lowest. How can you convey that you really are …Continue reading »


Play to Win

Increasing Contact With Clients

By | Jan.21.16 | 2 Comments

The more I conduct client feedback interviews, the more I realize how few quality contacts lawyers make with their clients outside the substantive legal work being done. The number of times clients fumble for the …Continue reading »


Connect the Dots!

It’s All About Relationships (Not)

By | Dec.30.15 | 2 Comments

For years I’ve heard the mantra, “It’s all about relationships.” At the risk of casting an unwelcome pall in the middle of the holidays, bear with me while I gore this venerable ox, a quaint …Continue reading »