Client Service


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 »


Ask the Experts at LMA

I Want My Law Partner to Cross-Sell Me!

By | Jul.12.16 | No Comments

Question: How can I get my partner to cross-sell me to some of her great contacts? Adam Severson: I recommend that you give before you get. Often people don’t react well when others come to them …Continue reading »


Happier Clients

Use Soft Skills to Become In-House Clients’ Favorite

By | Jun.20.16 | 1 Comment

Some of the most well-attended legal marketing panels feature in-house counsel sharing their likes and dislikes. If you’ve gone to more than one, you’ve probably already internalized these maxims: Understand my products and business Communicate matter and budget …Continue reading »


Time Management

15 Minutes of Silence: Bet You Can’t!

By | Mar.29.16 | No Comments

A while back, the Wall Street Journal ran an article that posed a critical question worth considering. A CEO of a highly successful company was challenged by a friend to sit still for 15 minutes in …Continue reading »