Client Relations


Well Said!

Stone Soup: A Client Development Metaphor

By | Apr.19.17 | 1 Comment

There is an old folk story that makes a fine metaphor for client development. In the tale, hungry strangers (read: the law firm client team) facilitate the people of a town (the team’s clients) giving …Continue reading »


The Friday Five

A Solo’s Tips on Balancing Client Calls and Personal Time

By | Apr.14.17 | 2 Comments

If you’re a solo practitioner or in a small law firm, you are likely a slave to your smartphone, making sure clients can always reach you. As managing partner at a small firm, I found …Continue reading »


Get to the Point!

You Can’t Practice Law Without Math

By | Apr.12.17 | No Comments

One of my mediations included negotiation of a medical provider’s lien. The lien was $10,000; the offer to settle it was $3,700. I gently pointed out that the offer was less than half the amount …Continue reading »


Managing

Referral Madness! Stay on Top of Staying in Touch

By | Mar.23.17 | No Comments

This is something old-school lawyers say a lot: “Your best sources of referrals are your existing clients.” And, for word-of-mouth, referral-based law firms, it’s probably true that referrals from other lawyers or from existing clients are …Continue reading »


SOCIAL SKILLS

How to Order Wine and Not Look Like an Idiot

By | Feb.27.17 | 3 Comments

You’re at Fancy Restaurant with Super Important Client and the senior partner. There are three forks, two spoons, four glasses and a tiny little dish with a tiny little knife that you assume is for the …Continue reading »


The Friday Five

Five Ways to Know What’s Up with Clients and Staff

By | Feb.03.17 | 1 Comment

The first Sunday New York Times Magazine after the 2017 presidential inauguration featured a cover story titled “To Obama With Love, and Hate, and Desperation” by Jeanne Marie Laskas. It is an excellent article and, …Continue reading »


The Friday Five

Client Satisfaction Surveys: Five Quick Questions to Ask

By | Jan.20.17 | 1 Comment

Lawyers often resist the idea of conducting client satisfaction surveys: They don’t believe people will be honest unless they have complete anonymity, and they don’t believe clients will take the time to complete the survey. It’s …Continue reading »


Play to Win

Making Clients’ Lives Easier

By | Nov.29.16 | 1 Comment

Lawyers have a lot of questions about how to develop new business. Once they start working with a client, however, the question often becomes, “How can I expand the business?” The simple fact is that …Continue reading »


Business Development

Match Game: Six Tips for Attracting the Right Clients

By | Nov.22.16 | No Comments

Finding the right clients is a lot like online dating. The way people find a date has changed dramatically, with eHarmony, OkCupid, Match.com and Tinder, but the rules of attracting and making someone “yours” really haven’t. The …Continue reading »


Communicating

How to Sound Like a Winning Lawyer

By | Nov.16.16 | No Comments

Last night while making dinner, I was listening to a political documentary playing in the background. One expert after another chimed in with comments, offered deep thoughts, gave opinions — all interesting and enlightening. And then this …Continue reading »