Client Service

We smiled when we read the name of Diana Stepleton’s upcoming session at this year’s MILOfest:”Hugging Your Clients.” Client service is one thing, but making your clients feel they have been hugged is something else ...

Much has been written and said about the value of forming client teams, but a recent conversation made me realize not all lawyers understand what that actually means.

In law as in child-rearing, your clients need you to do certain things for them. They need your love in the form of guidance and counsel. They need you to be the expert in their needs, to guide them through the best course of action, and to ...

Before you fire those agreements off to your client in an email, there are some key questions to ask.

In "Accommodating Clients with Special Needs," we talked about steps you can take to provide superior service to older adults and people with disabilities. But "special needs" can also apply to clients who are full-time caregivers or busy ...

When setting up your office and your office procedures, you need to focus on creating a good experience for your clients. You create that good experience by showing your competence and respect for them, and by making the process as predictable ...

Clients bring issues to you every day that aren’t, strictly speaking, legal issues. Maybe your business client needs a new accountant because the last one got her sued. Or your litigation client is so distraught he can’t work with you (or anyone ...

“I’m tired of hearing about ‘improving the client experience.’ People come to me because I do excellent work. They don’t care if I’m nice.” Might sound familiar, but it’s only half right. Your clients expect you to do your ...

She needs to just get on board,” Bob complained. “I keep telling her what to do, but she won't stop trying to second-guess me.” As I listened to his complaints, I wondered if he had even tried to hear what Mary wanted to say. She was pretty ...

Even in the biggest cities, the legal community can be surprisingly small. Within a practice area everybody seems to know everybody else. Walk down your city’s legal Main Street or hang out at the courthouse, and you can’t seem to avoid the ...