Attorney Noble McIntyre shares best practices for rolling out the welcome mat for new clients. First, tips for law firm telephone etiquette. Once someone contacts your law firm, everything — from the receptionist’s demeanor to the conference ...

Sally Schmidt | As I reflect back on our many home-building experiences, it’s funny how closely they resemble experiences clients face with law firms. These takeaways may help you deliver a better client journey.

Using a letter of closure at the end of a client engagement varies greatly firm to firm — and at times among lawyers within the same firm. Among those who don't use them, the excuses I hear include, “We do a lot of flat-fee, in-and-out kinds of ...

Last night while making dinner, I was listening to a political documentary playing in the background. One expert after another chimed in with comments, offered deep thoughts, and gave opinions — all interesting and enlightening.

Mark C. Palmer | "Can I continue to properly serve a client who may have diminished capacity? What if he continues to decline?" Ask the Experts at 2Civlity.org.

Imagine this scenario: Your client is about to be deposed in a case with significant damages at stake. Knowing what hangs in the balance, you spend hours preparing the client. This involves an extensive review of the likely areas of inquiry, ...

Advice on setting your annual billable rate increase — and how to tell your clients.

Sally Schmidt | Success often can be measured by how many branches you create off an original contact’s tree.

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 ...

Gerry Riskin | Although certain things clients say are sure to get your dander up, I respectfully suggest you put the sword away and resist the impulse to parry and thrust.