Archives: Law Firm Client Service

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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

How “Niche” Can You Get?

In recent years, boutique and even mid-sized firms have begun to offer increasingly specialized ranges of legal services. One notable example in this regard was recently the subject of an article in The Philadelphia Business Journal. Helbraun Levey & O’Donoghue was established in Manhattan in 2005 to meet the specific needs of one industry and … Continue Reading

Seven Keys to Retaining Your Clients

(Note: The positive feedback I received on an article I wrote about client retention for the most recent issue of Edge International Communique (EIC)* led me to believe that perhaps the readers of this blog might be interested as well. I am therefore republishing it here.) This article could equally well be called, “How to … Continue Reading

“The Curse of Knowledge”: Thinking About How We Explain Things

_______________ “People will not buy what they do not understand.” – Lee LeFever _______________ A recent article in the Harvard Business Review makes a compelling argument for not only explaining our work to our clients, but for thinking carefully about how we explain it, including what words we use. As Lee LeFever, the author of the … Continue Reading

Apple profiles law firm use of iPads

The iPad has become a formidable competitive weapon for law firms: Quote from Fennemore Craig case study on Apple.com/business: "If I didn’t have an iPad as a lawyer, I’d be at a major disadvantage," Quote from Virtual Strategy Magazine article: iPad® Harnessed by Law Firm to Sharpen Client Service Now, legal materials live on a … Continue Reading

Valorem Lawfirm lives up to its “value” name

An article in this month’s Corporate Counsel Magazine has the spotlight on Valorem and for good reason.  Author Susan Hansen says: Valorem… now boasts a list of big, brand-name clients, including funeral industry giant Service Corporation International; national shoe retailer DSW Inc.; Veolia Water, a supplier of water and wastewater management services; and the online … Continue Reading

Angry Birds help with best practices in one of India’s most sophisticated law firms

I received this correspondence from Hoshedar Wadia, a partner in one of India’s most sophisticated law firms, Juris Corp.  This firm deals in matters that range up to the hundreds of millions of US dollars in sophisticated areas like Capital Markets, Structured Finance, Securitization and so on.  In the spirit of disclosure, I have had … Continue Reading

Finding Success in a Global Paradox (Keynote ALPMA Sydney 22 Oct 2010 — Password Protected — registered participants only)

  Download by clicking on image or HERE  Registered participants were provided with Password in session.… Continue Reading

Around the World Speaking Tour (Gerry Riskin — Edge International)

SEPTEMBER 2010 September 24th, 2010 ADR Institute of Canada National Conference September 23-24, 2010 Plenary Session: Optimal Marketing for ADR professionals Workshop: Effective Marketing for ADR professionals Calgary, Alberta OCTOBER 2010 October 9th, 2010 Fordham Law School (for Prof Silvia Hodges) Guest Lecture: Law firm management: Strategy New York, New York October 14th, 2010 (with Nicole … Continue Reading

Welcome to Edge International, Pam Woldow !

My Edge International partner, Jordan Furlong, has done a nice welcome piece on Pam Woldow already (at his Law 21 blog) but I thought I would echo that Edge International is so very proud and delighted to have her on board. Also, thank you to friends who have joined us in congratulating Pam, like Valorem’s awesome founder, … Continue Reading

Will the Legal Profession Use the World’s First Temporal Analytics Engine?

I met virtually with Recorded Future this morning for a close up briefing of how their Temporal Analytics Engine might be used by law firms.  Firms who use this can better predict the needs of their own clients and prospective clients as well.   There is so much more that this technology can do if used effectively, … Continue Reading

Telepresence (for your law firm?)

The despised business of videoconferencing is about to get a new lease on life. This weeks Economist has an article on Telepresence.  The full title is “Behold, telepresence – Far away yet strangely personal”.  (Requires subscription).  Image above is from the article. Here are a few excerpts to whet your appetite for the story – … Continue Reading

Are you interested in attaining Legendary Client Service?

                 Ed Poll Have a look at Building customer relationships is the key to success Posted by Ed Poll on July 1 in his LawBiz Blog, where he cites three service examples from Dan Coughlin’s Business Acceleration Newsletter: Nordstrom, US Postal Service and Toyota. Punchline: I strongly recommend that law firm leaders look outside the … Continue Reading
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