Archives: Law Firm Client Service

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Law Firm Pairs with Cybersecurity Company to Help Businesses with Data Breaches

Bloomberg Law reports that the law firm Jackson Lewis has formed an arrangement with the identity-theft and data-breach management firm Merchants Information Solutions to provide legal advice to businesses that have experienced data breaches. Gayle Cinquegrani at Bloomberg quotes Merchants’ vice president of marketing, Robert Ward, who says this is “the first program in the country” to offer legal services as part … Continue Reading

What Lawyers Can Learn about Customer Service from Nordstrom

When James A. (Jim) Cranston heard enthusiastic praise for Nordstrom’s personal shopping service, he decided to find out more about it. He quickly realized that the store’s individual approach to clients was as applicable to legal practices as it was to luxury chain stores. Cranston has now published his observations in an article entitled “What a Nordstrom Personal … Continue Reading

Furlong Book a Must-Read for Law Firm Leaders

Jordan Furlong has been a professional colleague and close friend for many years. His passion for understanding the legal profession is unmatched. Perhaps that’s why he is in demand to speak to prestigious organizations and firms throughout the world. His new book, Law Is a Buyer’s Market: Building a Client-First Law Firm (available in print and Kindle versions) is … Continue Reading

Shift from “Case” to “Task” Approach Will Impact Law-Firm Management

A recent article in Corporate Counsel draws our attention to a paper published by Morris Ratner, associate professor of law at the University of California, Hastings College of the Law, on the impacts on legal practice of cost-management initiatives by both clients and the courts. Paramount among these, the paper says, is a move by in-house departments toward “unbundling” … Continue Reading

J+O Firm: Where Start-Ups Utilize Legal Counsel in New Ways

Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.  ~ Steve Jobs Rachel Johnson and Christina Oshan spent the beginning of their careers at large firms. They noticed that startups and emerging growth companies engaged with their legal teams using a different … Continue Reading

Client expectations: Modify, don’t “manage”

In my most recent contribution to Edge International Communique (EIC), I argue that working to modify client expectations – rather than merely manage expectations – is a “license to print” client satisfaction. I encourage you to check out the entire January issue of EIC; in the meantime, here is a summary of my article: Conventional wisdom says that we should determine client expectations, … Continue Reading

Care about your clients? …let them know.

After working with thousands of lawyers, I have learned that there is a tremendous gap between the way they perceive their interactions with their clients and how they actually interact. When I ask lawyers if they care about their clients, the answer is almost always a resounding, “Yes.” The next question I ask is, “Do your clients know … Continue Reading

The Successful Lawyer – Now Available on your Computer, Tablet or Smartphone

The Second Edition of The Successful Lawyer: Powerful Strategies for Transforming Your Practice is now available in both paperback and Kindle versions. Among the kudos the first edition of this book attracted was one from Tom Peters, the highly acclaimed writer on business-management practice and author of In Search of Excellence, who described The Successful Lawyer … Continue Reading

February, 2016 issue of Edge International Communiqué now online

I am pleased to draw the attention of readers of this blog to the most recent issue of Edge International Communiqué (EIC). The issue features articles by two of my colleagues at Edge International. Sam Coupland offers important advice on how to assess the business value of a law firm, and Ed Wesemann probes the prickly issue of “origination credit” and the … Continue Reading

Empathy Key to Success with Business Clients

In a recent article in Bloomberg BNA: Big Law Business, Susie Lees, Executive Vice President and General Counsel at Allstate Corporation, gets specific about how Allstate selects and retains outside law firms for the work its massive legal department can’t handle internally. Lees’s comments about how Allstate works with outside counsel makes interesting and valuable reading, but I believe the message we need to … Continue Reading

December, 2015 issue of Edge International Communiqué now available online

I am pleased to draw the attention of readers of this blog to the most recent issue of Edge International Communiqué (EIC). The issue features articles by two of my colleagues at Edge International, as well as one that I wrote. Nick Jarrett-Kerr offers advice on choosing effective law-firm leadership teams, and Mike White discusses some “closing” strategies that … Continue Reading

Cybersecurity: A Growing Area of Practice

In June, Bloomberg BNA reported that Akerman had become the latest law firm to venture deeply into the field of data security and information governance when it established an 18-person group specializing in data law. Martin Tully, co-chair of the new Akerman group, told Bloombeg that “while the breaches at Target make national headlines, smaller breaches occur on … Continue Reading

“Focus on Forever” and Other Rainmaking Skills

A survey conducted by BTI Consulting Group, as reported recently on its Mad Clientist blog, shows that rainmakers book five times more business than the average law firm partner. In answer to the obvious question, “How?”, BTI president Michael B. Rynowecer proposes possibilities that range across such areas as self-discipline, relationship management, communications skills, values and focus. Among other behaviours Rynowecer theorizes that rainmakers have developed to … Continue Reading

The “Start With Why” Approach

In a recent post, Patrick Lamb of the Valorem Law Group talks about one of the most-watched-ever TED Talk videos, Simon Sinek’s “How Great Leaders Inspire Action” – nicknamed “Start With Why.” Lamb explains that in the video, “Sinek compellingly argues that why an organization exists is more important to its success than what it does … Continue Reading

So, you make the best saddle on the market….

When I am working with law firms that seem to be falling behind the times, and I want to remind those firms of the disruptive effect of new technologies on the legal landscape, I like to introduce the metaphor of the saddle maker. Prior to the mid-1800s, the leatherworkers who built saddles were among the most highly valued … Continue Reading

Are You a Hospitalian?

Check out this TEDx Talks video in which Bobby Stuckey, world-renowned master sommelier, asks industry leaders everywhere: “Are you a hospitalian?” Stuckey opens his brief presentation by telling the story of a couple who, on their 40th wedding anniversary, arrived at his restaurant – Frasca Food and Wine in Boulder, CO – half an hour late and furious with … Continue Reading

New General Counsel at Client Companies a Wake-Up Call: Rynowecer

Michael B. Rynowecer, President and Founder of the BTI Consulting Group, warns law firms that they should consider the appointment of new general counsel at any of their major clients to be a “wake up call.” He supports this caution with some interesting statistics, which he posted recently on his Mad Clientist blog: within fifteen months of being hired, he says, more … Continue Reading

$1600 an Hour for the Right Brand: A New All-Time High

When Michael B. Rynowecer, president of BTI Consulting Group, talks about the importance of your brand, he doesn’t mean your logo. He’s talking about the kind of profile that commands the new four-figure hourly rate that he says is “now clearly embedded in the legal landscape.” He also warns that unless law firms make their … Continue Reading

Client Relationships, Firm Strategy, and Lawyers and Retirement: New Issue of EIC

The April, 2015 issue of Edge International Communique is now available online. Check out feature articles by three of my Edge International colleagues: – David Cruickshank talks about improving client relationships – Bithika Anand addresses the issue of when lawyers should retire – Sean Larkan shares some tools for building (or rebuilding) an effective firm … Continue Reading

Does your Firm Need a Chief Experience Officer (CXO)?

Awareness among businesses of the importance of customer experience has never been greater. By considering how companies assess this experience and work to improve it –  such as the introduction of the chief experience officer (CXO) position to management teams – law firms can also improve their competitive advantage. Businesses increasingly recognize that if they … Continue Reading

The Voice of Experience: Ten Tips for Managing Partners

In 2013, Gregory Jordan left his position as managing partner at the international law firm Reed Smith to work as general counsel at PNC Financial. At a recent Law Firm Leaders Forum hosted by Thomson Reuters, he was invited to share his thoughts on effective law-firm management from his new perspective as general counsel to … Continue Reading

Alternative Fees For Litigators: Timely and Practical Advice

I am delighted to recommend to you a new book by my esteemed colleague and friend, Patrick J. Lamb. Alternative Fees for Litigators and their Clients is published by the Law Practice Division of the American Bar Association. Most law firms today are wrangling with issues related to alternative fee structures. Whether we want to … Continue Reading

Listen up!

__________ Many of the thousands of lawyers we have trained in client relations skills, or coached to enhance their book of business, have told us that listening is the most important skill they can possess. Invest 7 minutes and 47 seconds to listen to this TED Talks episode by sound expert Julian Treasure, and learn … Continue Reading
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