You already know that networking is important, right? In case you need a refresher, consider this data from the Harvard Business Review article Learn to Love Networking: When we studied 165 lawyers at a large North American law firm, for example, we found that their success depended on their ability to network effectively both internally […]
Seth Godin’s recent blog post Awareness, trust and action, identifies and describes the three phases of marketing outreach. Godin defines “marketing outreach” to include ads, PR, and sponsorships, but I’d suggest that it also encompasses business development activities. Read this post! Using this simple three-phase model will help you to organize your business development tasks and be sure that you’re […]
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 lawyers will communicate with them in a timely manner, and on […]
An interesting article to share with you this week: Law Firms Leaders’ Moneyball Mistake: (registration is required to view the article) Written by Steven Harper, author of the can’t-miss book The Lawyer Bubble, this article points out the problems with large firms’ “aggressive inorganic growth” via lateral hires. Harper quotes Group Dewey Consulting’s Eric Dewey’s observation […]
You’ve probably heard some version of Bob Burg’s statement that, “All things being equal, people will do business with and refer business to, those people they know, like and trust.” We tend to focus on getting known, we work to communicate in a way that increases the chances of being liked, but how do you […]
I ran across this quote recently: So true, isn’t it? And yet, we all tend to make assumptions. That client is thrilled with our engagement; this one isn’t. That target client is represented and has no interest in moving; that one understands the legal situation that’s cropped up but can’t (or won’t) spend the money […]
A key focus of your practice must be client service, not just to retain current clients (though that’s critical) or to expand those relationships (though that’s desirable) but also to create a positive experience for your clients, one that may help to build your reputation. Client service creates client experience, and client experience creates value for your […]
This week, I’ve been reading Simon Sinek’s fantastic book Start with Why. (I mentioned him a few months ago in connection with Good Life Project podcast about purpose. This quote jumped out at me: There is a big difference between repeat business and loyalty. Repeat business is when people do business with you multiple times. […]
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 […]
While I was exploring the ‘net last week to get additional input to my “what is client service… really?” inquiry, 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 […]