Archives: Law Firm Communications

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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

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

“Thank you” can be hard to say

  An article in Fast Company provides an excellent reminder to those of us who feel awkward when someone offers us a compliment: Simply saying “Thank you” is often the most gracious and most appropriate response. In her discussion of The Power of Receiving: A Revolutionary Approach to Giving Yourself the Life You Want by Amanda Owen,  Fast Company writer Laura … 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

Working from a virtual desk

A YouTube video from a company named Switch demonstrates how business people and professionals are increasingly able to do more of their work remotely or at various different sites interchangeably – releasing them from the historic shackles of an office desk. For better or worse, it is hard not to agree with the core message of this video: We know that today, … Continue Reading

“Daring to be human” in job interviews. What do you think?

Lars Dalgaard is a venture capitalist with a track record of entrepreneurial success. He sold his last company, SuccessFactors, for $3 billion. In recent interviews, Dalgaard has set himself apart from his peers with his emphasis on establishing a personal connection with employees. In a Business Insider article, Eugene Kim quotes Dalgaard as saying, “We … 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

July, 2015 Edition of Edge International Communiqué Now Available

It is my pleasure to draw the attention of readers of this blog to the most recent issue of Edge International Communique (EIC). In addition to an item I contributed on how to move forward to achieve your firm’s strategic plan, the issue features articles by two of my esteemed colleagues at Edge International: Pamela … Continue Reading

The Digital Future: Will Your Firm Survive?

I encourage readers of this blog to devote a few minutes of serious consideration to a new video from McKinsey & Company. In it, McKinsey Digital’s strategy leader Jay Scanlan reminds us of the scope and speed of change that digitization is having on the the way in which all business is conducted, and points … Continue Reading

How Do Clients Choose a Lawyer? The Hidden Power of Asking for Referrals

I recently came across an article about consumer purchasing that made me reflect on my own purchasing decisions… and then led me to wonder whether those lessons could be applied to how law firms go about attracting and retaining clients. “The secret science of shopping: Why we buy what we do” by Belle Beth Cooper, … Continue Reading

Writing Tips from a Pro

Whether asked to deliver a speech or write an article for a magazine whose audience is primarily non-lawyers, many lawyers find it a challenge to present their ideas in a clear, straightforward fashion without resorting to legalese. In a recent blog post, Eric Barker offered some assistance to anyone who is stymied by the prospect … 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 EQ Trump IQ?

In my experience, a significant number of lawyers could benefit from “Emotional Intelligence” (EQ) training. We have accessed online testing and EQ training courses for a few individuals in our client firms. The metrics for results are anecdotal but have proven to be enthusiastically positive. In this context, I am intrigued by Fast Company‘s story, “Inside Google’s … 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

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

Don’t Let “Age Profiling” Slow Your Firm

I recently wrote a post for Edge International Communiqué on the perils of making age-based assumptions about our legal-profession colleagues. I share it here for those who missed it. Both older and younger lawyers can let all kinds of intergenerational nonsense get in the way of clear thinking. The misunderstandings that result can do actual … Continue Reading

Can You Be Too Nice?

To most of us, courtesy and consideration are almost second nature. However, Michael Fertik — founder of reputation.com — says that when we assume a leadership capacity, being “too nice” can actually be detrimental to our organizations. In a guest blog for the Harvard Business Review, Fertik says: Many yield to [the instinct to be … Continue Reading

Asking the Right Question

In a recent Harvard Business Review blog post, journalist Warren Berger discusses the importance to effective leadership of asking the right questions – with the emphasis on the word “right.” “How you question is critical,” says Berger. “Questions can be great for engaging and motivating people, but they can just as easily be used to … Continue Reading
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