Client Relations


Nothing But the Ruth!

Disrespectful Clients Don’t Get to Stay Clients

By | Nov.15.17 | No Comments

You know what feels good? Firing a client. My firm was hired to help a client with multiple applications for registering their intellectual property. We tell every client there’s no guarantee that we’ll be able to …Continue reading »


The Friday Five

Five Ways to Create Holiday Marketing That Shines

By | Oct.13.17 | No Comments

Yes, it’s already mid-October. No, you’re not the only one asking, “How did that happen?” The holidays are right around the corner, and they seem to come earlier each year. One question I often get …Continue reading »


Listen and De-escalate

How to Calm an Angry Client in 90 Seconds or Less

By | Sep.21.17 | No Comments

At one time or another in your career, you will confront an angry client. Unfortunately, law school does not prepare us for dealing with clients. We are dependent on our own life skills and common …Continue reading »


Getting Clients

Six Ways to Make Clients Happy to Pay Your Bills

By | Sep.18.17 | 2 Comments

No one likes to pay bills. Even when the service or product we are paying for was way more valuable than the actual dollar amount on the invoice, we humans just hate to see the …Continue reading »


Client Relations

Aligning Your Tactics With Your Client’s Objectives

By | Jul.31.17 | No Comments

Perhaps a bit unconventionally, I would like to start by defining some terms: Objective: An intended result that is specific and measurable. Goal: A broad statement identifying a mission. Tactic: Any mode of procedure for gaining advantage or success. Strategy: A plan, method or series of …Continue reading »


Friday Tech Tips

Must-Have Technology for Better Client Service

By | Jul.28.17 | No Comments

The lack of basic technology where it’s expected can be extremely frustrating. But forcing technology on clients without a human touch can backfire, too. We asked law practice technology pros Heidi Alexander, Tom Lambotte, Sharon Nelson …Continue reading »


Email, Text, Voice and Video

Using Encryption for Secure Client Communication

By | Jul.27.17 | No Comments

Secure client communication is a major concern for lawyers. Encryption is your best option for protecting confidential and sensitive information you exchange by email, text, voice and video calls with your clients. Email Encryption ABA Formal Opinion …Continue reading »


Client Relations

Use Billing Best Practices to Strengthen Client Relationships

By | Jul.26.17 | No Comments

Today’s large corporate legal and insurance claims departments are learning from their peers in purchasing and HR how to leverage technology. And they are training a new category of professionals to better manage the business …Continue reading »


Play to Win

Dealing With an Upset Client

By | Jun.22.17 | 1 Comment

It’s almost a certainty that, at some point, every lawyer will have an unhappy client. In his seminal research on loyalty, business strategist Frederick Reichheld concluded that simply satisfying clients is not enough to retain them. …Continue reading »


Communicating With Clients

Ways to Spruce Up Your Client Intake Process

By | Jun.21.17 | 1 Comment

Law firms are busy places, and sometimes the smaller operations are even more chaotic than their large firm counterparts. It’s important to keep that behind the scenes, though. Your clients should see only a well-oiled machine …Continue reading »