Client Service

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 »

Law Practice Management

Give Your Clients the Most by Outsourcing

By | Sep.30.15 | No Comments

My kids are loud, messy and often extremely annoying, but they’re awesome. They need a lot of things — to be loved, taught, fed, dressed and more. I try my damnedest to meet all of …Continue reading »

Easy As 1-2-3

20 Tips to Empower Your Law Firm

By | Jul.21.15 | No Comments

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

Website Marketing

Three Need-To-Knows About Website Legal Agreements

By | Jun.30.15 | No Comments

If you have clients that do business online, you most likely have been called upon to prepare various website legal agreements. Depending on the website, you may be drafting Terms of Use, Privacy Policies, or …Continue reading »

Give Your Client a Hand

It’s Complicated: Respect Client Schedules and Language Needs

By | Jun.29.15 | 1 Comment

In “Accommodating Clients with Special Needs,” we talked about steps you can take to provide superior service to older adults and people with disabilities. But “special needs” can also apply to clients who are full-time caregivers or busy working …Continue reading »

Give Your Client a Hand

Accommodating Clients with Special Needs

By | Jun.15.15 | 3 Comments

When setting up your office and your office procedures, you need to focus on creating a good experience for your clients. You create that good experience by showing your competence and respect for them, and by …Continue reading »

Give Your Client a Hand

Caring for Clients: When a Lawyer Isn’t Enough

By | Jun.02.15 | No Comments

Clients bring issues to you every day that aren’t, strictly speaking, legal issues. Maybe your business client needs a new accountant because the last one got her sued. Or your litigation client is so distraught …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 »

Curmudgeon's Perspective

A Fool for a Client? Be More Self-Aware

By | May.13.15 | 1 Comment

“She needs to just get on board,” Bob complained. “I keep telling her what to do, but she won’t stop trying to second-guess me.” As I listened to his complaints, I wondered if he had even tried to …Continue reading »