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Client Service

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
legalese

Break Up the “Conspiracy” by Resolving to Simplify This Year

“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 for laypersons to ...

Jay Harrington - January 4, 2017

The Future of Client Service

I was recently challenged to explore what client service will look like in 2026. The good news is the conversation has already started, but the bad news is law firms have a long way to go. It is great that the idea of “client service” is ...

Nathaniel Slavin - September 26, 2016

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