Your clients may have no idea whether or not you are a great lawyer, but they can easily ascertain whether or not you are focused on client service. I have written about client service several times. Take a look at my Client Service eBook.
Client Service and Cross-Selling
A few years ago I wrote a Practical Lawyer article: How a Law Firm Can Provide Ritz Carlton Service.
I I believe it is no accident Ritz Carlton is known for its outstanding service. The hotel hires the right people, trains them better than any other hotel, and empowers them to do something extraordinary
I have recently had two client relationship experiences I believe are worth sharing. In the first, I was the potential service provider and in the second I was the client. Tell me what you think of my response to each situation.
A couple of months ago I received a nice email from a marketing director.
Clients are unhappy with the service provided by their law firms. Surveys reveal that 75% of the Fortune 1000 general counsels would fire their current law firm and hire another if they thought any other firm would do better. What an opportunity.
Instead of trying to “sell” clients and potential clients, try this. When I
When a lawyer comes to me seeking to change law firms, sometime during our discussions I ask:
When it comes to legal work, what do you believe is most important for your potential clients?
I believe most law firm leaders know what business clients expect and want from outside lawyers and firms. But, I wonder
I want you to use your imagination for a moment. Picture a group of your clients meeting and discussing you. What are the 3-5 things you believe they would say about you?
Take a moment and write those things down. Now, think about what you would want them to say about you. Is there a
Have you ever failed to meet a client’s expectations? I can think of no worse feeling.
How do you avoid it? The key is to establish the expectations right from the start. When I practiced law, I met with clients for pre-project planning and did not charge for the time.
If you want to avoid
Yesterday I flew from Dallas to Denver. I scheduled the flight so I would have 90 minutes before my first coaching session.
When I took my seat on the plane, I told my seat mate I had not flown on many MD 80s lately because they are so
I am a potential new client. I walk into your office for the very first time. Who will give me the first impression of your firm’s commitment to client service? What impression will I take away?
Since I started coaching lawyers, I have walked into 100s of law firm offices across the United States and
What does the legal profession look like? It is more “client driven” than ever before. Successful firms will differentiate themselves by:
Law firms