If you are a regular reader, you know that I rarely learned about client service from observing what law firms were doing. I focused on what other service business leaders were doing. I write frequently about the service I receive at Ritz Carlton hotels. You may also know I read The New Gold Standard, the… Continue Reading
Category Archives: Client Service
Subscribe to Client Service RSS FeedClient Service: What does pizza shop delivery have to do with practicing law?
Posted in Client Development, Client Service, Law as a BusinessLet me tell you a story about customer service involving pizza delivery and share what it might mean for your own client service. Nancy and I grew up in Lombard, Illinois a Chicago suburb. Unlike many from Chicago, we always preferred thin crust pizza. Here in Dallas it is not easy to find pizza the… Continue Reading
Major Challenge for Multi-Office Law Firms
Posted in Client ServiceRecently I read an HBR blog titled: Creating a Positive Professional Image. That and a recent hotel experience made me wonder whether your firm is creating a consistent positive professional image. Over the last two weeks, I spent three nights each week in two hotels of a well known upscale hotel chain. My experience could… Continue Reading
12 Tips to Make Your law Firm One of the Few Your Clients Will Recommend
Posted in Client ServiceOn Friday I posted: Want Higher Profits Per Partner: Focus on Client Service. Seems like a “no-brainer.” But, When was the last time you talked about client service at a firm meeting When was the last time you talked to your professional staff about client service. When was the last time your firm did any… Continue Reading
Want Higher Profits Per Partner: Focus on Client Service
Posted in Client ServiceSome time ago I sat next to Southwest Airlines co-founder Herb Kelleher on a flight back to Dallas. It was the second time I had sat next to him on a flight. Each time I felt I learned something valuable from him. As I left him, full of ideas and enthusiasm, I was reminded of something… Continue Reading
Is It Easy for Your Clients to Do Business with Your Firm?
Posted in Client Development, Client ServiceSeveral years ago there was a front page article in the Wall Street Journal about how Kohl’s department store was beating the socks off of J.C. Penney’s right in J.C. Penney’s Dallas backyard. The writer noted that the two retailers sold the same products to the same market. Why was the newcomer, Kohl’s doing so much… Continue Reading
7 Things You Want Your Clients to Say About You
Posted in Client ServiceWhat would you like your clients to say about you? Make a list. Here are 7 ideas to get you started on your list: The best lawyer who has ever worked with us; A lawyer who understands our business; A lawyer who always puts our interests ahead of his own; A lawyer who can always… Continue Reading
Client Service: Sometimes You Have to Be Available 24/7
Posted in Client ServiceThis has been a tough week for me. On Tuesday evening I traveled to New York to give two presentations at a New York firm on Wednesday. When I put my MacAir computer in a tray and on the belt at DFW, I watched as TSA backed up the belt and my computer fell to… Continue Reading
3 Simple Ideas to Delight Your Clients and Set Your Firm Apart
Posted in Client ServiceI am often asked how to create a business development culture in a law firm. It begins by understanding the firm’s clients’ needs and being creative in responding to them. Client surveys show that clients do not feel they are receiving the service they deserve. So, if you can set your firm apart from other… Continue Reading
Client Service: Anticipating Needs and Offering Solutions-Lessons from Renting Bella Casa
Posted in Client ServiceMy original title for this post was “Renting Bella Casa in San Miguel de Allende.” I decided that title might not attract lawyers who want to learn more about client development and client service. I do want you to learn a little about San Miguel de Allende and the wonderful house Nancy and I rented… Continue Reading