Client Relations


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 »


The Friday Five

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

By | Apr.14.17 | 3 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 »