Client Service

“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 ...

Apple does something amazing. Of course, they do a lot of amazing things as they weave their technology into our personal and professional DNA, but they've nailed one thing for sure: the services side of their products. Just walk into an Apple ...

In the first post in this series, attorney and MyCase Director Nicole Black introduced the concept of law practice management software platforms with built-in client portals. In part two, she outlined the benefits that web-based client portals ...

Sending an email is fast, and you can transmit at any hour, but that may be where the effectiveness and efficiency ends. Remember the bad old days of telephone tag? You would waste time swapping phone messages until you could finally have a ...

Let’s face it: Lawyers don’t think, talk or write like regular people. We’re trained not to. The systems we work in are bewildering. The language we speak is full of specialized terms. The documents we create are both written in our language and ...

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? In his "Welcome Mat" series, Oklahoma attorney Noble McIntyre offers tips on creating a welcoming law office — from telephone ...