On a tactical level, service delivery may be the best way to affect the client experience. It involves interacting, exchanging information and communicating with clients.

Image is critical. You know this. It’s embedded in every design decision you make for your practice. You labored over your website. Your business cards are richly tactile, with serif small caps embossed on 100-grain paper. Your brochures are award-worthy. Your emails are gorgeous. You’ve considered everything about the experience of your office, too, from the carpet to the door handles. Everything you offer potential clients and visiting counsel is top-notch. Outstanding. Until they ask for a piece of paper. Then you toss them a bent legal pad you got from Office Supply Store dot com.

Sponsored | Managing a law firm means running through a number of repetitive processes daily. These necessary yet tedious tasks can take a toll on your efficiency and drain hours from your day. The good news: almost any aspect of your practice can be automated.

I need to start by getting a chip off my shoulder: I am not Mrs. Wiggins, nor am I some out-of-work secretary looking for crotchety old-school attorneys to bark into a recorder and wait for me to type their words. Back in my bricks-and-mortar days, did I work for attorneys like that? Of course. Truth […]

In his book “Make Today Count,” John C. Maxwell famously said that every person needs to strive to make that happen. It is a wonderful way to live if practiced correctly. Making today count requires discipline — it requires understanding and acknowledging that you know what really needs to get done today.

In “Why Lawyers Really Struggle with Work-Life Balance,” I gave six steps to building a practice that runs smoothly and allows you to have a life. Here we’ll discuss the fourth step, building better teams.

Individuals preparing for bar admission may face a terrible predicament — weighing the need for mental health treatment against the likely difficulty imposed by the bar if they disclose treatment in their moral character application. This needs to stop.

According to the 2018 Report on the State of the Legal Market by the Thomson Reuters Legal Executive Institute, the business environment for law firms is more challenging than ever with: Flat demand for legal services. Declining profit margins and weakening collections. Fickle clients — nearly 60 percent are looking to move their business at […]

Massive resources go into developing a law firm website. But what happens after launch? Too often, far too little thought goes into developing a sustainable strategy to produce content that leads to new business.

When the phrase “legal tech” comes to mind, it's usually associated with the tools that propel law firm operations, or even automating tasks otherwise performed by lawyers to reduce corporate legal spend. But what if legal tech ultimately shines the brightest light in the nonprofit sector, helping to solve the access to justice crisis?