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Client Service

Ways to Tell Clients You Care

We don't want to get all mushy on you. But it is Valentine's Day. So what better day to get to the heart of that most rewarding, frustrating and remarkable relationship—the one you have with your clients? Have you told them you appreciate them ...

The Editors - February 14, 2013
getting clients title showing three people

Always Leave Them Wanting More

There’s an old show business axiom that you always want to leave the audience hungry for more. Yes, you may rightfully see your law practice as more business than vaudeville. But you also want clients to find working with you is so pleasant and ...

Merrilyn Astin Tarlton - February 8, 2013

Abandon the Hourly Chains and Pitch Clients on Your “Why”

Lawyers have been talking about and wrestling with “alternative billing methods” or “alternative fee agreements” for a decade or more. Recently, however, the conversation has shifted to “value billing.” Well, that’s a concept we can get ...

Antigone Peyton - December 4, 2012

Client Feedback: Ways to Get It Wrong

Here in the Midwest, autumn calls for heavy-duty yard cleanup time. Predictably, of course, the leaf blower broke just as the first round of oak leaves hit our lawn. The chainsaw and the hedge trimmer died next. Okay, no big deal. We simply ...

Joan Feldman - October 24, 2012

Pro Bono: It Pays to Be Good

Recently, New York became the first state to require that law students perform 50 hours of pro bono work before they can be admitted to the bar. Plenty of bloggers have already chimed in on whether this is a good or bad idea. There’s little that ...

Roy S. Ginsburg - October 15, 2012
Nothing But the Ruth

Late Clients Baffle Me

Here’s something I don’t understand: clients who are late for meetings. They set up the meeting based on their availability, and even confirm it the day before—yet sometimes I find myself sitting in a conference room waiting for them after the ...

Ruth Carter - October 10, 2012

How Hourly Billing Kills Law Firms

Lawyers have been talking about and wrestling with “alternative billing methods” or "alternative fee agreements" for a decade or more. Recently, however, the conversation has shifted to “value billing.” Well, that’s a concept we can get ...

Antigone Peyton - September 25, 2012

Stop Selling Eight-Tracks and Start Unbundling

When was the last time you bought an entire album of music from a single artist? Most of us create playlists with tracks purchased on Apple iTunes from multiple artists and albums. We create exactly what we want to jive with our moods and ...

Stephanie Kimbro - August 27, 2012

Build Your Reputation While Helping Your Community

Let me guess—you don't have time to think about your reputation in your community, much less devote extra hours to volunteer activities. After all, you're already doing a lot for your community by doing what you do best—providing reliable legal ...

Noble McIntyre - August 17, 2012

Step into Your Client’s Shoes

I learned everything I ever need to know about client service the first time I closed a deal on my own. I was a young client, anxiously micro-managing a negotiation that my outside counsel (whom I’ll call Steve) could have mastered in his sleep. ...

Precious Williams Owodunni - June 26, 2012