Play to Win
Dealing With an Upset Client
By Sally J. Schmidt | 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 Noble McIntyre | 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 »
Client-Centric CIRSO Method
How Smart Lawyers Solve Problems
By Mary Redzic | Apr.26.17 | No Comments
Attendees at CodeX FutureLaw 2017 were reminded of some obvious but often forgotten lessons of being a lawyer. One is that clients do not understand the law. This seems obvious, right? Well, not really. Lawyers often …Continue reading »
The Friday Five
Client Satisfaction Surveys: Five Quick Questions to Ask
By Ray Gross | 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 »
Legal Writing
Break Up the “Conspiracy” by Resolving to Simplify This Year
By Jay Harrington | Jan.04.17 | No Comments
“All professions are a conspiracy against the laity,” said George Bernard Shaw. In the legal profession, the best evidence of a conspiracy is the often impenetrable density and complexity of the law. It’s almost impossible …Continue reading »
Futures Week
The Future of Client Service
By Nathaniel Slavin | 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 »
Client Feedback
What to Ask in Your Client Interviews
By Linda Hazelton | 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 »
The Friday Five
Five Ways to Improve Your Clients’ Experience Today
By Dan Lear | Jul.22.16 | 1 Comment
Sometimes it’s the small things that make the biggest difference in life — and in business. From a customer service perspective, the little things can build loyalty more effectively than any advertising or marketing campaign. You …Continue reading »
