“Genius” minus “empathy” equals “stupidity”
Harsh? If killing the golden goose is stupid, then this is not harsh at all.
Find out why 58% of (surveyed) General Counsel expressed outrage. Find out why 84% of (surveyed) General Counsel wanted the law firms they use to contact them about associate salaries but none did.
Brilliant law firm leaders who can not
Client Satisfaction may be EXTREMELY Profitable
(Click on image to see original enlarged version)
I was fascinated by this piece at the Consumerist: How To Beat The Stock Market: Buy Companies With High Customer Satisfaction Scores
If the same phenomenon occurs in the legal profession, there would be a tremendous return on investment from enhancing client satisfaction.
The story is that
The Great Voice Mail Debate
How your people use their voice mail may seem at first both trivial and unimportant. BZZZZZZZZZZ WRONG!!!
The reason you open you wallet wide for a Ritz Carlton is because of the experience. Do you think it’s a coincidence that you are greeted by name at the front desk? (Did you see the secret
Seth Godin’s “The difference between strategy and tactics”
Seth Godin explains this distinction simply with a post well worth reading: "The difference between strategy and tactics".
Punchline: My experience working with law firm leaders is that many are quickly seduced by discussions about tactics. Perhaps they are more familiar with tactics than strategy or simply enjoy debating tactics. The great firms
I’ll see your email and raise you a phone call!
Thank you Michelle (of Golden Practices) for mentioning my email etiquette post and taking the thought further to embrace phone calls:
Michelle goes on to say:
Another rudeness that Gerry’s post makes me think of are abruptly ended phone calls. The failure to say "good-bye," or even "thanks," and simply ending a call by
Bad email etiquette can send client relations plummeting
Here’s a quote from an article called ‘Yours Truly,’ the E-Variations in today’s New York Times:
Many e-mail users don’t bother with a sign-off, and Letitia Baldridge, the manners expert, finds that annoying. “It’s so abrupt,” she said, “and it’s very unfriendly. We need grace in our lives, and I’m not talking about heavenly grace.
Can you transpose Seth Godin’s music? (Five Marketing Mistakes)
The top five mistakes entrepreneurs make when they market
by Seth Godin
- Expecting gratitude in exchange for having done something that was hard.
- Spending money as a substitute for doing something great.
- Not realizing that it’s your company, and your marketing better be as good as everything else.
- Listening to other people.
- Failure to measure.
Even Humor has Rules
The human race has one really effective weapon, and that is laughter. Mark Twain
Rajesh Setty of Life BEYOND CODE in his post "Ways to distinguish yourself #153 – Use humor right!" has some importanmt rules for the use of humor that we have long subscribed to in Edge. Check it out!
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The future does not care whether you like it or not
So, how many stars does your firm have?
Not sure?
You had better pay a visit to my friend and colleague Robert Millard at The Adventure of Strategy, and in particular, his post: Banks Use Star Rating to Force Law Firms to Compete
My view: The future does not care whether you like it or