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Client Service

What to Ask in Your Client Interviews

For some clients, the only question you may need to ask is this: “How could our service to you improve?” Then you follow any leads they provide. For others, simply providing an opportunity to expound on that one question may not be enough. You ...

Linda Hazelton - September 8, 2016
play to win legal marketing with queen of hearts card

Walking in Your Client’s Shoes

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 and he won’t have any shoes.”

Sally J. Schmidt - August 17, 2016

Five Ways to Improve Your Clients’ Experience Today

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 may think ...

Dan Lear - July 22, 2016

I Want My Law Partner to Cross-Sell Me!

Question: How can I get my partner to cross-sell me to her great contacts? One of the toughest nuts to crack in a law firm is getting that important introduction to someone else's client. You know they need your expertise ...

The Editors - July 12, 2016
Soft Skills

Use Soft Skills to Become In-House Clients’ Favorite

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 ...

Susan Kostal - June 20, 2016
Timer

15 Minutes of Silence: Bet You Can’t!

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 complete silence. And he bet him $15,000 that ...

Dustin Cole - March 29, 2016
well said in a speech bubble

First Time Meeting with a Prospective Client

A prospective client has identified three lawyers whom she believes possess the expertise and standing to solve her problem. The good news is that you’re one of them, and 10 minutes from now she’ll be sitting in your office to interview you. The ...

Mike O'Horo - February 10, 2016

Six Ways to Elevate Your Client Satisfaction Game

We smiled when we read the name of Diana Stepleton’s upcoming session at this year’s MILOfest:”Hugging Your Clients.” Client service is one thing, but making your clients feel they have been hugged is something else ...

Diana Stepleton - October 27, 2015
play to win legal marketing with queen of hearts card

Running a Client Team

Much has been written and said about the value of forming client teams, but a recent conversation made me realize not all lawyers understand what that actually means.

Sally J. Schmidt - October 26, 2015
Freelance Outsource

Give Your Clients the Most by Outsourcing

In law as in child-rearing, your clients need you to do certain things for them. They need your love in the form of guidance and counsel. They need you to be the expert in their needs, to guide them through the best course of action, and to ...

Nicole Bradick - September 30, 2015