Client Service


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 »


Futures Week

The Future of Client Service

By | 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 | 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 »


Play to Win

Walking in Your Client’s Shoes

By | Aug.17.16 | No Comments

I heard a lawyer tell a joke once that went something like this: “If you’re having trouble with a client, walk a mile in his shoes. That way, you will have a one-mile head start …Continue reading »


The Friday Five

Five Ways to Improve Your Clients’ Experience Today

By | 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 »