Client Service

Today’s large corporate legal and insurance claims departments are learning from their peers in purchasing and HR how to leverage technology. And they are training a new category of professionals to better manage the business of law. These legal ...

Law firms are busy places, and sometimes the smaller operations are even more chaotic than their large firm counterparts. It’s important to keep that behind the scenes, though. Your clients should see only a well-oiled machine — beginning the ...

Unhappy clients often choose to file ethics complaints against their poor-performing lawyers. What leads to their unhappiness? It may come as a surprise, but most ethics complaints are not about incompetence. Instead, most complaints revolve ...

“All professions are a conspiracy against the laity,” said George Bernard Shaw. In the legal profession, the best evidence of a conspiracy is the often impenetrable density and complexity of the law. It’s almost impossible for laypersons to ...

I was recently challenged to explore what client service will look like in 2026. The good news is the conversation has already started, but the bad news is law firms have a long way to go. It is great that the idea of “client service” is ...

Sometimes it’s the small things that make the biggest difference in life — and in business. From a customer service perspective, the little things can build loyalty more effectively than any advertising or marketing campaign. You may think ...

Question: How can I get my partner to cross-sell me to her great contacts? One of the toughest nuts to crack in a law firm is getting that important introduction to someone else's client. You know they need your expertise ...

Here inside counsel “asks,” that can help make you their favorite lawyer.

A while back, the Wall Street Journal ran an article that posed a critical question worth considering. A CEO of a highly successful company was challenged by a friend to sit still for 15 minutes in complete silence. And he bet him $15,000 that ...

A prospective client has identified three lawyers whom she believes possess the expertise and standing to solve her problem. The good news is that you’re one of them, and 10 minutes from now she’ll be sitting in your office to interview you. The ...