Straight from the heart: Client care advice fromRuth Carter, Bull Garlington, Jay Harrington, Will Hornsby, Susan Kostal, Steve Nelson, Mark Palmer, Teddy Snyder, Jamie Spannhake and Megan Zavieh.

Simply saying “thank you” can go a long way toward improving morale, retaining valuable staff members and keeping your clients coming back.

Lessons for Women Lawyers | Despite initial heartaches and rejections, my perseverance and determination reaped tremendous rewards.

Thinking through the next steps can lead to more business for your firm. Tea Hoffmann has four tips.

Making a difference in the world starts with making an impact on the people you work with, and the people you lead. Leadership is not a position or a title — it’s a state of mind.

Lawyers often pursue new clients at the expense of servicing and marketing to existing clients. This is a mistake. It’s also a mistake to pursue new referral sources at the expense of your existing referral network. Your existing network should ...

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. Research ...

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 1-2. ...

Workplace conflicts among colleagues are not only common, they are necessary. Despite most people’s desire to avoid or minimize them, conflicts are normal. In fact, conflicts are not even a bad thing. Most of them are positive, we just tend to ...

Email may be good for maintaining a relationship, but it is not good for building one. Both email and texting are fast, convenient and essentially allow nonstop 24/7 communication. The downside is they are easily misinterpreted — and emails ...