Attorney Client Relations

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.

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.

When I ask lawyers where most of their clients come from, the answers I hear range from fridge magnets to radio, but most law firms tell me their business comes from “word of mouth.” That's not surprising. After all, other people recommending ...

Are you sending mixed messages by saying one thing and doing another? Can you tell when people are trustworthy, bored, anxious or interested by the way they sit or how they look at you? So far in this series on body language, we've looked at ...