Client Relations


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 »


The Friday Five

Under Pressure: Five Insights on the Evolving In-House Counsel Role

By | Jun.16.17 | 1 Comment

It’s difficult to attend any legal conference these days without hearing about technology and change, but it’s refreshing to discuss these topics with people who actually do the work. Recently, I moderated a panel for …Continue reading »


Lessons from Pop-Up Events

Client Dinners That Make Your Business Pop

By | Jun.07.17 | No Comments

A client appreciation dinner is a beautiful thing. There’s food and wine and balloons and maybe a small token of appreciation. Somebody makes a speech that mentions “paradigm shift” 31 times and everyone falls asleep. …Continue reading »


Case Management

Track These Performance Metrics to Improve Client Relations

By | May.02.17 | No Comments

Corporate clients are increasingly savvy about performance metrics — often more so than the lawyers whose work product is being measured. Many lawyers are unaware of the categories and parameters clients are using to evaluate …Continue reading »


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 »