Client Service


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 »



Client Service

Think Like a Client: Mind the Gap

By | Sep.16.14 | No Comments

“That’s why we have lawyers. They study a language for three years, and they learn it, and it’s a language that if a normal person read it, they’d have a stroke.”  — Lewis Black on reading your …Continue reading »


Friday Five Trending

Trending: Client Service

By | Jul.25.14 | 1 Comment

What’s the biggest predictor of a law firm’s success? Hint: It’s not the firm’s bottom line. The No. 1 thing impacting a firm’s long-term viability is client satisfaction. Several articles over the past month highlighted …Continue reading »


The Welcome Mat

First Client Meeting: Is Yours a Welcoming Law Office?

By | Mar.25.14 | 1 Comment

Does your practice project a welcoming image — or are you sending a different message to prospective clients? In his “Welcome Mat” series, Oklahoma attorney Noble McIntyre offers tips on creating a welcoming law office …Continue reading »


Mastering Client Care

Managing the Aggressive Client: Your Roof, Your Rules

By | Feb.04.14 | 4 Comments

My last post on managing aggressive clients discussed the importance of your “first response.” Now we forge bravely ahead to using your physical environment to your advantage. Aggressive clients need to know that while they are under …Continue reading »


Mastering Client Care

Transforming the Needy Client

By | Dec.04.13 | 2 Comments

The needy client is a multifaceted and challenging customer, usually driven by the forces of overwhelming anxiety. Although they appear in different guises, your rudimentary needy client is easy to recognize based on the unusually …Continue reading »


CLIENT INTAKE TIPS

Losing New Clients to Your Jaded Attitude?

By | Sep.25.13 | No Comments

After a certain amount of time on the front lines answering intake phone calls, you and your staff can become jaded and insensitive to callers looking for a lawyer. This is common and natural. It …Continue reading »


Your Clients

What Do Clients Want? It’s Screamingly Obvious

By | Aug.27.13 | 1 Comment

I suppose there are still lawyers and law firms out there asking themselves the question: “What is it that clients want?” Some of them continue to invest a substantial amount of money and time in …Continue reading »


Nothing But The Ruth!

What’s Your Law Firm’s Red Velvet Rope Policy?

By | Aug.20.13 | No Comments

When I hear the phrase “red velvet rope,” I picture a Studio 54-esque scene with a line of people outside of a night club who are either on the VIP list or hoping they’re hot …Continue reading »