Client Service


Innovation Lessons from Amazon

The ‘Day 1’ Law Firm: Adopt This Jeff Bezos Mantra to Grow Your Practice

By | Aug.15.17 | No Comments

Jeff Bezos has many powerful mantras for his business, but this is one of my favorites: It’s always “Day 1” at Amazon. What he means is that Amazon will never stop being a startup. It’s a …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 »


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 »


Billing Tips

Client Won’t Pay: What Are You Going to Do About It?

By | Jul.20.17 | No Comments

You may recall this LexisNexis report: “Law Firm Billing Survey: Collections Conversations Leave Lawyers Uncomfortable.” Duh. In what industry is a “collections conversation” a comfortable thing? The report is three years old, but just as relevant as when the …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 »


Client-Centric CIRSO Method

How Smart Lawyers Solve Problems

By | 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 »


Want to Avoid Ethics Complaints?

Follow These Three Service Tenets for Satisfied Clients

By | Apr.03.17 | No Comments

Unhappy clients often choose to file ethics complaints against their poor-performing lawyers. What leads to their unhappiness? It may come as a surprise, but most ethics complaints are not about incompetence. Instead, most complaints revolve …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 »


Legal Writing

Break Up the “Conspiracy” by Resolving to Simplify This Year

By | 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 »