How frequently do we complain? We all do so a lot. Sometimes we complain about things in the presence of our clients because they also are our friends. And because we are lawyers, are complaints are spiced-up and witty. Next time, maybe not so fast. I received an email today from my brother-in-law, a retired… Continue Reading
I am proud to be amongst such distinguished company in the TechnoLawyer eBook, BlawgWorld 2007. Here’s the story: TechnoLawyer eBook Makes Legal Publishing History with Smart Navigation System and Online Distribution via Seventy-Eight Legal Blogs Helps lawyers find blogs and helps law firms get answers to their most pressing problems New York, NY (July 30,… Continue Reading
I received the July 2007 issue of Litigation News from the ABA today. The lead article reported on a 2006 survey conducted by the Association Of Corporate Counsel (incidentally, no longer known as the American Corporate Counsel Association, as it is referred to in the article), and then discussed a Section of Litigation program from… Continue Reading
Great article in the July/August issue of Law Practice magazine. A former in-house counsel reveals the "Rainmakers I Have Fallen For …" Barbara D’Amico is the former General Counsel of J.P. Morgan Chase’s Retail Financial Services Businesses. The article eventually will be on-line here (probably in September). Without further lead-in, here are the skills common… Continue Reading
This says everything you need to know. Thanks to Matt Homann and the [non]billable hour, where I just saw this posted.
Mistakes. Everyone hates them, but everyone makes them. The thing that separates great client service from lawyers looking for new clients is how you deal with them. Some time ago, I provided a prescription for dealing with mistakes in my post, After The Mistake. Noted blogger Jim Calloway picked up on my post here, which… Continue Reading
Somewhere I ran across this article by Tom Peters in Fast Company magazine. Interesting read, especially since it was published n 1997. Take a look.
Tonight I was driving home. It was too late for Marketplace (see this post), so I was listening to 848, original programming from Chicago Public Radio. The restaurant Tru is one of Chicago’s finest, and was just voted as having the best service of any restaurant in the country. Because I am one of those… Continue Reading
My friend, Phil Harris from Jenner & Block, has authored an article, Confronting Race, that every lawyer in America should read. Twice. And leaders in major law firms should read it three times. The article appears in the July 2007 issue of Chicago Lawyer (not related to American Lawyer; not available online). The article begins… Continue Reading
One of the really fun things about being in the world of blogs is happening on an old post. And its even more fun when that post is just as vibrant today as when it first appeared. I just had that experience. Michelle Golden writes Golden Practices. Michelle is one of my favorites, and I… Continue Reading
Yesterday, I wrote about the language of customer loyalty and I just posted about the importance of the customer’s experience. Following this theme, I want to refer you to a recent post by Ron Baker on the Verasage blog, Earning My Mouse Ears, Part III: The Disney Approach To Customer Loyalty. (Again, for those of… Continue Reading
Last night while driving home, I had a chance to listen to Marketplace, one of my favorite programs on NPR. Good luck for me. I heard a story that would make Kevin Roberts (originator of the Lovemarks! concept) and Dan Hull (author of What About Clients and noted proponent of the boutique experience) proud. The… Continue Reading
I recently posted (again) on the Lake Wobegon effect, the phenomenon that results in law firms chronically overestimating the quality of the relationship the firms have with their clients. (See This Just In: General Counsel Less Than Thrilled With Their Outside Counsel.) I am honored that two noted bloggers have picked up on the… Continue Reading
Harry Beckwith was interviewed by "the authors of Knowledge Leadership, The Thomas Group. Here is a most interesting Q and A: Q. Sales nomenclature has also changed. First, "customer satisfaction," then "customer loyalty," and most recently what Ben McConnell and Jackie Huba characterize as "customer evangelism." Your own take on all this? A. Customer… Continue Reading
I’m confused. I’ve been described as an "out-of-the-box" thinker. I took that as a positive. But then I was reading Harry Beckwith’s You, Inc. Harry writes: "Your box–your way of thinking, working and living–has worked for you. Its the box in which you were born, a product of the DNA with which you… Continue Reading
How much is time worth? Not from a hourly billing rate perspective, but from the perspective of the value of what can be accomplished? If you are an inside counsel,… Continue Reading
I received an email from Inside Counsel today announcing the July edition (which I received and wrote about yesterday). I don’t know if I missed this when I read the magazine, but the email contained this great quote: “When I talk to law firms, I have one hand on my wallet,” says William B…. Continue Reading
The July 2007 edition of Inside Counsel just arrived. This is the edition that has the results of the survey of General Counsel. Fascinating reading. First, the Lake Wobegon effect continues to be alive and well. (I’ve covered the issue here, here and here.) Only 19% of outside lawyers give their outside firms an "A"… Continue Reading
I have written many times about the central role culture plays in achieving, well, anything of consequence. (See here, here, here, here, and here.) Darci Riesenhuber, a Transformation Architect with tompeters!company, has written a terrific article in the July Tom Peters Times about the importance of culture. Here is a highlight: "… employees will behave… Continue Reading
From the Denver Post. One highlight: With corporations slashing their legal budgets, more law firms are offering or accepting these kinds of cost-saving fee arrangements. The billable hour, while still the dominant form of billing, is under assault. "Legal fees continue to increase at a very high rate, and I think companies are also becoming… Continue Reading
Whether in the legal field or not, examples of great client service always convey important lessons. Ed Poll at LawBiz Blog relates some terrific examples in his post, Building customer relationships is the key to success. Thanks, Ed.