Have you ever had one of those nights, when you doze off only to be jolted awake with worry about something you need to do? Or caught yourself thinking “as soon as I get back to the office, I’ll send that email to the client,” only to realize hours later that you didn’t do it? […]
Most businesses do some sort of year-end review and lay plans for the next year. Many client-based businesses slow down a bit at the end of the year, and you have two choices: coast along, or use the downtime to your advantage. Surely you can guess which approach I’d advise! When you sit down with […]
I ran across a nice article this week that will help: How Doctors (or Anyone) Can Craft a More Persuasive Message. The article centers on the distinction between the message and the messenger, which is certainly critical, but it also offers three simple factors that you can use to form a more persuasive message. Expertise. […]
Quiz: what’s the task that’s on your list over and over, daily or weekly, that makes you groan every time you think about it? Maybe it’s keeping your time, filing expense reports, updating your LinkedIn contacts, or reviewing and paying invoices. Pick the one that nags at you the most, the one that feels like […]
When you recognize a problem that a client is facing and you offer help, you create real value for your client. I’ve written previously about how an offhand conversation with my contractor Oldrich resulted in my purchasing property in Wyoming with his help. Making that purchase realized a long-term dream for me, and it created […]
During previous research, I ran across a nice article titled, “How to Deliver Exceptional Client Service.” Written from the perspective of a web agency, the article starts with the bold-but-obvious thesis that just doing what the client hired you to do isn’t exceptional, nor will it set you apart from your competitors. Consider this: “You […]
Client service is one of the foundations of business development. Why? First, client service is the heart of your practice and should be well-executed for that reason alone. And second, excellent client service makes it more likely that you’ll get repeated and expanded client engagements as well as referrals from happy clients. As lawyers, though, […]
I’m serving as an officer in the ABA Section of Science and Technology Law, and I’ve been on the planning committee for an upcoming conference that will be useful for many readers. So….. Please Join Us at the Third Annual Internet of Things National Institute in Washington, DC on May 9-10! We live in a connected […]
One of the top client complaints received by bar associations across the country has to do with lawyers’ failure to return telephone calls. I haven’t seen statistics, but I suspect that clients also complain about lawyers who fail to answer email. Clients expect that their lawyer will communicate with them in a timely manner, and […]
You’ve probably heard it before: it’s much easier to source new business from an existing client than from a non-client. You may also know that many clients judge their experience based largely on the day-to-day interactions between you – how well you serve the client, in other words. Studies show that clients unhappy with the […]