Client Relations


Business Development

Is Emotional Intelligence the Key to Better Cross-Selling in Law Firms?

By | May.31.18 | No Comments

In the legal industry, knowledge is power. In its traditional sense, that phrase may conjure notions of a zero-sum game: I win, you lose. In recent years, however, the business world has begun recognizing a …Continue reading »


Analog Attorney

Handwritten Notes Help Build Real Relationships

By | Apr.09.18 | No Comments

I got a handwritten note in the mail the other day from a colleague. We live in the same neighborhood in Chicago, text about 30 times a week, and see each other at least once …Continue reading »


Keeping Clients Happy

Client Communications Checklist for Law Firms

By | Mar.28.18 | No Comments

Every day offers opportunities to build trust with a client or prospect, thereby setting your firm apart from the competition. Here are eight easy ways to do just that in your communications. Eight Ways to Enrich …Continue reading »


DEPOSITION PREPARATION

How to Calm Clients’ Anxiety About Testifying

By | Jan.31.18 | No Comments

Imagine this scenario: Your client is about to be deposed in a case with significant damages at stake. Knowing what hangs in the balance, you spend hours preparing the client. This involves an extensive review …Continue reading »


Being clear isn’t just about “dialing down”

Need to Communicate Complicated Stuff? Talk About People

By | Jan.09.18 | No Comments

If you speak English and only English, does it make sense for me to explain something to you in French — even if I speak slowly? Of course not. While you probably never make this specific …Continue reading »


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 | No 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 »