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In Search of Perfect Client Service Why lawyers don't seem to get it

Monthly Archives: September 2006

Tough No More: Ford Shrinks–Impact on Legal?

Posted in Commentary

Ford yesterday announced that it would offer layoff packages to all 75,000 of its North American laborers, and that it expected to reduce white collar headcount by 6,000. It is hard to believe that the law department will be immune from this layoff pressure; certainly it will not be immune from the pressure to cut… Continue Reading

More On The Importance Of Listening

Posted in Client Service

Readers of this blawg know that I am a strong proponent of listening.  I invite you to look at earlier posts here, here and here.  Lately, I’ve been reading a blog called Client Service Insights, which has nothing to do with law but everything to do with client service.  Today’s CSI contains a great post… Continue Reading

The Value Of Honesty

Posted in Commentary

The September 1, 2006 New York Times has a fascinating article on associate compensation increases.  The news of the salary increases is old, but the article fascinates me because of this: The inevitable issue for clients as well as the firms is whether higher salaries are reflected in increased hourly rates. But Michael J. Gillespie,… Continue Reading

Lovemarks and Real World Business Decisions

Posted in Commentary

From the Saturday, September 2, 2006 Business section of the Chicago Tribune–  J.C. Penny decided to move its $400  million advertising account from DDB to Saatchi & Saatchi after Pennys’ CEO heard Saatchi’s Kevin Roberts speak when promoting his new book, “Lovemarks: The Future Beyond Brands.”  As the Tribune reports, “Ullman was so impressed with… Continue Reading