Client Relations

Client Relationships

Email Is a Second-Class Form of Communication

By | Oct.12.16 | No Comments

Email may be good for maintaining a relationship, but it is not good for building one. Both email and texting are fast, convenient and essentially allow nonstop 24/7 communication. The downside is they are easily misinterpreted …Continue reading »

Futures Week

The Future of Client Service

By | Sep.26.16 | No Comments

As always, this year’s Futures Conference featured a crowd of wonderful speakers with provocative ideas. The theme of the College of Law Practice Management’s 2016 program, “What will Law Look Like in 2026?” brought out some deeply …Continue reading »

No Bad Reviews

Unhappy Clients Can Destroy Law Practices

By | Sep.14.16 | No Comments

“Under-promise and over-deliver.” You’ve probably heard the phrase. But do you really understand what it means? Most of your unhappy clients would never have become disgruntled if you’d had protocols in place to properly set their expectations …Continue reading »

Client Feedback

What to Ask in Your Client Interviews

By | Sep.08.16 | No Comments

Face-to-face client interviews can cement relationships and open opportunities. In “Why Conduct Client Interviews?” Linda Hazelton explained the “who, what, where and when” of this important tool. Here’s her road map to the types of questions …Continue reading »

Client Feedback

Why Conduct Client Interviews?

By | Sep.01.16 | No Comments

A critical aspect of any law firm’s marketing strategy is understanding how you are currently perceived by clients. Why did they choose you and why do they remain with you? What other firms are they using …Continue reading »

Communicating With Clients

Creating Confidence in a Time of Stress

By | Aug.29.16 | No Comments

Recently I underwent a diagnostic medical test that I knew was going to cause me a great deal of anxiety. In addition, I had to arrive at the medical facility at 7 a.m., couldn’t have …Continue reading »

Play to Win

Walking in Your Client’s Shoes

By | Aug.17.16 | No Comments

I heard a lawyer tell a joke once that went something like this: “If you’re having trouble with a client, walk a mile in his shoes. That way, you will have a one-mile head start …Continue reading »

Play to Win

Lawyer, Know Thy Client

By | Jul.28.16 | 1 Comment

Recently, I interviewed the partners at a law firm as part of a marketing assessment. I asked each of them whether there is any particular industry or type of client the firm should target for …Continue reading »

Between Generations

Communicating with Baby Boomers: Best Practices

By | Jul.20.16 | No Comments

Recently I offered suggestions — aimed at Gen Xers and Baby Boomers — for improving communication with millennials. Here is the promised corollary version: Guidelines to help millennials communicate with Gen Xers and Baby Boomers. It’s Not About You One …Continue reading »

Well Said!

Purge Toxic Clients from Your Practice, Part 2

By | Jul.14.16 | No Comments

In Part 1 of “Purge Toxic Clients,” we walked through how to identify a bad client. Today, having identified them, let’s look at how to actually end the relationship. How to Fire a Client When ending a client relationship, you …Continue reading »