Law Firm Client Service

Managing Partners: Capitalize on your firm’s opportunity to enhance your outreach program to clients.*

Why It’s Important

The extremely fragile state of mind of your clients makes this essential for three reasons:

  • It’s the right thing to do. You will help them.
  • The unique opportunity is NOW, when client needs are intense.
  • Your firm’s relationships

In most of the cultures on this planet, it is not polite—nor is it easy—to say “no.” In fact, in most cultures, saying “no” is considered inappropriate behaviour. As a result, due to our backgrounds most of us find it very difficult to say “no” when we have to, or when we should, in business

Note: This article first appeared in the October, 2019 issue of Edge International Communiqué (EIC).*

1. The Legal Matter

Here are some of the essential lessons I have learned after several decades of listening closely to clients, conducting my own research, and reading a myriad of surveys and research studies by others:

a) Clients do

One of my tech clients has his sales team subscribe to sales educator and coach Andy Paul. Paul identifies the following attributes as essential human sales skills:

  • authenticity
  • connection
  • rapport
  • empathy
  • context
  • insights and
  • relationships

Substantive knowledge and skill are the conditions we normally think of as precedent for being allowed to serve clients. Do

When lawyers first started creating bios of themselves for use in firm promotion, clients generally used them to choose a firm, or to check out who they’d be working with after the firm had made the assignment. However, Michael Rynowecer at The Mad Clientist warns that these days, clients are using attorney bios to assess

Lest any of us get too comfortable in our swivel chairs, a new report from Michael B. Rynowecer, president of the BTI Consulting Group, indicates that in 2018 – despite spending more on outside legal counsel than ever before – clients are using fewer outside firms than ever.

In a September issue of The

I read with great interest Jeff Bezos’s 2017 letter to Amazon shareholders. I believe we can learn a great deal from a man whose company annually ranks number one on several distinguished surveys of customer and employee satisfaction.

Bezos’s theories and suggestions – which he  confesses he has gained not only through Amazon’s successes,