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Client Service

man sitting in chair managing a law practice jared correia

All Things Must Pass: ZokuVault Keeps It Organized

ZokuVault is a virtual safety deposit box for estate planning information. Which makes sense, because all the things people used to place in safety deposit boxes are now mostly virtual items: bank accounts are electronic, so are documents. The ...

Jared Correia - December 13, 2017
day 1

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

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 message that he drilled down on in a recent letter to ...

Jay Harrington - August 15, 2017
technology tips

Must-Have Technology for Better Client Service

Sometimes 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 ...

Joan Feldman - July 28, 2017

Use Billing Best Practices to Strengthen Client Relationships

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 of law. These legal ...

Bill Sowinski - July 26, 2017

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

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 ...

Jim Turner - July 20, 2017
play to win legal marketing with queen of hearts card

Dealing With an Upset Client

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 ...

Sally J. Schmidt - June 22, 2017

Ways to Spruce Up Your Client Intake Process

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 — beginning the ...

Noble McIntyre - June 21, 2017

How Smart Lawyers Solve Problems

The people we represent may not have an undergraduate degree much less a J.D.; often they have barely completed high school. We need to stop and think every day about who we truly represent. Our clients? Ourselves? The legal profession? All ...

Mary Redzic - April 26, 2017
satisfied clients

Follow These Three Service Tenets for Satisfied Clients

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 ...

Roy S. Ginsburg - April 3, 2017

Client Satisfaction Surveys: Five Quick Questions to Ask

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 true, many will ...

Ray Gross - January 20, 2017