For a recent "Reinventing Professionals" podcast, Ari Kaplan spoke with Orgaimi Founder Paul Giedraitis. Here are highlights.

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 ...

These are not situations to be won or lost. When clients get mad, you can only claim success when you calm them and neutralize the conflict.

Zana Tomich | Before you become an expert in the practice of law, you can (and should) become an expert in client service.

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.

For a recent "Reinventing Professionals" podcast, Ari Kaplan spoke with Jackie Schafer, founder and CEO of Clearbrief. Here are highlights.

I always emphasize the importance of remaining optimistic when coaching lawyers on the topic of job hunting. And, lawyers being lawyers, I always need to provide some reason why they should remain upbeat. I have a simple answer: The job market ...

Simply saying “thank you” can go a long way toward improving morale, retaining valuable staff members and keeping your clients coming back.

Teddy Snyder | Travel exercises the part of the brain that lets you appreciate the differences among us.

Despite most people’s desire to avoid them, conflicts are normal. In fact, most conflicts are not even a bad thing and can lead to positive change. Here are four steps for handling conflicts in a positive way.