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

Monthly Archives: July 2008

Trust. Earned Or There Until Lost?

Posted in Commentary

I have frequently used a pair of boots to illustrate the notion of perspective.  Boots are one thing is you’re wearing a nice pair of broken in boots, quite another if you’re looking at the bottom of a boot as you’re being stepped on.  Same object, different perspectives. This notion of perspective applies equally to… Continue Reading

An Email Pet Peeve: Auto-reply

Posted in Client Communications

"I will be out of the office until Tuesday, August 19.  If your matter is urgent, please contact my assistant, Robin Hood, at 222-555-7777, or reach me on my cell phone at 222-555-9999.  Thank you." You have a Blackberry–everybody does.  Use it.  This is the 21st Century.  We have technology that allows people to communicate… Continue Reading

The World Lost A Good Man Today

Posted in Commentary

Randy Pausch died today.  I feel terribly saddened.  On the other hand, I can’t help but feel enriched by the enormous grace with which Randy led his life even as he knew death was on his doorstep. If you haven’t yet watched it, you owe it to yourself to watch The Last Lecture.

We need zero-based thinking.

Posted in Commentary

I just came out of a meeting that included by inside and outside lawyers.  I was stunned by the lack of self-critical thinking on the part of the outside counsel.  Not that inside counsel were immune to the notion, but I was hearing a lot "we’re not the problem, it’s other firms" or "the problem… Continue Reading

Should We Value Collaboration?

Posted in Commentary

Are two heads better than one?  Four better than two?  I am sure there are exceptions, but frequently the answer is yes. But let’s sharpen the question, shall we?  If your client has a tough problem that she wants your help to solve, will you come up with the best ideas by yourself or working… Continue Reading

Shouldn’t Money-Back Guarantees Be The Norm?

Posted in Commentary

    Why don’t lawyers provide this for their clients? If you’re a great lawyer, or even if you’re just fairly good, why not provide this guarantee?  Surely you cannot guarantee an outcome, and your client must understand that, but the level of your service, effort and commitment certainly goes a long way toward creating a… Continue Reading

Legal On Ramp: The On Ramp To The Future?

Posted in Commentary

 I joined Legal On Ramp.  I know this isn’t "call CNN and issue a press release" kind of stuff.  But it does afford me the opportunity to offer some thoughts on the future of how we provide services to our clients and how are clients are likely to evolve as consumers. My good friend Jeff… Continue Reading

Lake Wobegon Effect Alive And Well

Posted in Client Service

      "It turns out that managing the relationship between in-house counsel and law firm attorneys is a lot like dating …."  Ughhh.  I had just eaten dinner.  But with that … er ….eye-catching introduction , Inside Counsel begins its report on the 19th Annual Survey of General Counsel.  For those of us who blog in… Continue Reading

Is Mr. Rogers really Dan Hull in disguise?

Posted in Client Service

Separated at birth?  Or maybe the son of Rogers? You be the judge.  Seriously, Dan is much better looking (and younger too!).  But Dan disclaims any relationship, including personality-wise. And in the context of client service, that’s a good lead-in to a terrific analysis of client selection.  Dan’s fabulous post, Does client service mean "being… Continue Reading

Voicemail Greetings and TMI

Posted in Client Communications

We’ve all experienced this.  You call someone.  The message starts.  "Hi, I’m away from my desk…."  And it goes on and on.  And on some more.  Ever hear this kind of message: " I’m visiting a really important client in a really exotic city and won’t be back in the office for several days.  However,… Continue Reading

“Teach A Person To Fish ….”

Posted in Client Service

From the "did-I-read-that-headline-correctly" file comes this post from Gerry Riskin: "When Better Service Is A Bad Thing."  Gerry Riskin saying better service is a bad thing?  Say it isn’t so! Well, as always, Gerry has a compelling point to make.  Be sure to check it out.