Attorney Client Relations

Chris DeMatteo | Good phone call protocol keeps prospects from calling the next firm — especially if you stick to the script!

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 ...

Every day offers opportunities to build trust with a client or prospect, thereby setting your firm apart from the competition. Here are eight easy ways to do just that in your communications.

Teddy Snyder | Holiday gift-giving to clients and referral sources was already perilous before the pandemic.

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 ...

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.

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, ...

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