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Client Service

client satisfaction surveys
Client Satisfaction Surveys: Five Quick Questions to Ask

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 ...

Ray Gross - February 20, 2023
law firm client service
Client Service: Ways to Show Clients You Care

Straight from the heart: Client care advice from Ruth Carter, Bull Garlington, Jay Harrington, Will Hornsby, Susan Kostal, Steve Nelson, Mark Palmer, Teddy Snyder, Jamie Spannhake and Megan Zavieh.

Joan Feldman - February 14, 2023
accepting crypto payments
Accepting Crypto Payments for Legal Services

Todd Carney | Sooner or later, you will have a client who wants to pay you with cryptocurrency. Here's what you should know about accepting crypto payments.

Todd Carney - November 5, 2022
legal intake
6 Tips for Great Legal Intake

Manni Sandival | Think of legal intake — the process of turning leads into clients — as the crucial final stage of your marketing efforts.

Manni Sandoval - October 25, 2022
client journey
Building a Solid Relationship With Clients Throughout the Client Journey

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.

Sally J. Schmidt - August 16, 2022
joint letter
Leaving Your Firm? Aim for a Joint Notice to Clients

Mark C. Palmer | Q: "I’ve accepted an offer to lateral to another firm. I’ll be continuing in the same practice area and locale, so I hope to keep some of my clients, current and past. While I’ve watched my colleagues make similar moves, I’m ...

Mark C. Palmer - June 30, 2022
lawyer texting
Ethics Reminders for Lawyers Texting Clients

Mark C. Palmer | Q: "Now that I’ve opened the floodgates by giving my cell number to clients, what ethics pitfalls might come from texting clients?"

Mark C. Palmer - June 23, 2022
How Lawyers Should Respond to Cognitive Decline in a Client

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.

Mark C. Palmer - June 22, 2022
law firm client portal
Can Client Portals Reshape the Practice of Law? An Ethical Perspective

Mark C. Palmer | Benefits of client portals include improved 1) security, 2) communications, 3) payments and 4) marketability.

Mark C. Palmer - June 20, 2022
upset client
Dealing With an Upset Client

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 ...

Sally J. Schmidt - June 12, 2022
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