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

Monthly Archives: April 2007

Good Writing

Posted in Client Communications

Not too long ago, I ran across a post on the the number of words in various writings generally regarded as among humankind’s best.  The Pythagorean Theorem–24 words; The Lord’s Prayer–66 words; The Ten Commandments–179;  The Gettysburg Address–186;  The United States Constitution–1300 words.  I am told that the U.S. Government’s regulations on the sale of… Continue Reading

Where Are My Glasses? Oh, To Heck With It.

Posted in Client Service

I find myself holding restaurant menus as far away as possible just to know whether I’m ordering something I actually want.  I glanced at one of my business cards the other day and I couldn’t read my phone or email addresses.  Here’s the story.  I’m turning 50 in two weeks.  I have to wear reading… Continue Reading

A Fresh Look At Law Firm Services

Posted in Client Service

   My friend, Dan Hull, of What About Clients? fame, has established himself as one of the blawgosphere’s leading thinkers on client service issues.  I have to resist the temptation to link to every one of his posts, but some are just so compelling that the post deserves every effort to have it read by… Continue Reading

Client Service And The Hiring Process

Posted in Client Service

I just finished a terrific article by Joel Henning in the January/February issue of Executive Counsel.  Joel’s article is “Law Firms and Great Hotels.”  He relays his conversation with Ellen Dubois du Bellay, Vice President for Learning and Development of The Four Seasons, generally acknowledged to be at the forefront of outstanding customer service.  One… Continue Reading

A Sobering Look Into The Future

Posted in Commentary

I was honored to co-chair a recent seminar sponsored by Harris Martin.  My co-chair, Gil Purcell from the Bay Area, is an accomplished lawyer and thought-provoking speaker.  During a discussion about jury selection, he played a presentation that just knocked me over.  While absolutely applicable to jury selection, the points made in the presentation are… Continue Reading