Client Service

The biggest challenge in business development is inertia — not yours, but the prospect’s. Here are tips to get the prospect off the dime.

In the first meeting, you set the stage for how you intend to interact with the client and what the client can expect from you.

Lessons in the art of making meaningful personal connections from Ruby's Customer Happiness Team.

Having a personal relationship will make your lawyer-client relationship more satisfying — and it is particularly helpful if there is a glitch. Here are 10 ideas.

Margaret Atwood, the author of “The Handmaid’s Tale,” has frequently noted that with all technology, there is a good side, a bad side and a stupid side that you weren’t expecting. With major advances in technology, like the internet itself, ...

Law firms aren’t great at customer service. Spoiler alert: Neither is the TSA. Indeed, even where law firms are less likely to be gropey, there are similarities between the two. The TSA’s problem is that it is trying to enforce a robust ...

With fewer people in the office over the holidays, it can be hard to keep work moving efficiently. Today, there’s a whole host of mobility tools to alleviate the pressure when you need to get the same amount of work done with half the staff. ...

ZokuVault is a virtual safety deposit box for estate planning information. Which makes sense, because all the things people used to place in safety deposit boxes are now mostly virtual items: bank accounts are electronic, so are documents. The ...

Jeff Bezos has many powerful mantras for his business, but this is one of my favorites: It's always "Day 1" at Amazon. What he means is that Amazon will never stop being a startup. It’s a message that he drilled down on in a recent letter to ...

Sometimes lack of basic technology where it’s expected can be extremely frustrating. But forcing technology on clients without a human touch can backfire, too. We asked law practice technology pros Heidi Alexander, Tom Lambotte, Sharon Nelson ...