Client Service

What’s the biggest predictor of a law firm’s success? Hint: It’s not the firm’s bottom line.  1. Clients are canaries. Research into seven failed professional services firms, four of which were law firms, indicates declining client satisfaction ...

Does your practice project a welcoming image — or are you sending a different message to prospective clients? Noble McIntyre offers do's and don'ts for reception areas and conference rooms.

My last post on managing aggressive clients discussed the importance of your "first response." Now we forge bravely ahead to using your physical environment to your advantage. Aggressive clients need to know that while they are under your roof, ...

The needy client is a multifaceted and challenging customer, usually driven by the forces of overwhelming anxiety. Although they appear in different guises, your rudimentary needy client is easy to recognize based on the unusually large number ...

After a certain amount of time on the front lines answering intake phone calls, you and your staff can become jaded and insensitive to callers looking for a lawyer. This is common and natural. It can also cost you tens of thousands of dollars in ...

I suppose there are still lawyers and law firms out there asking themselves the question: “What is it that clients want?” Some of them continue to invest a substantial amount of money and time in detailed surveys of their existing clients, ...

When I hear the phrase “red velvet rope,” I picture a Studio 54-esque scene with a line of people outside of a night club who are either on the VIP list or hoping they're hot enough to convince the bouncer to let them through. Many of us have ...

As the world moves faster (and it does, doesn’t it?), you have to move faster, too, not only to keep up, but to amaze and astound your clients in a highly competitive field. While it may not astound them, your ability to quickly create, ...

Recently, I needed a lawyer while out of state. I knew enough to know the law was different there — and that I was definitely going to need some expert advice. I also know more than a few things about how to find and engage a good lawyer. I ...

Taking an occasional step back to put yourself in your clients' shoes can be one of the most valuable ways to improve your client service.