Client Relations


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 »


Hear the Bells

100 Percent Open Rate! Rethinking the Holiday Card

By | Nov.02.15 | 1 Comment

“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 »