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

Monthly Archives: April 2009

Jeff Carr’s Four Buckets– Advocacy, Counseling, Process and Content–And Change In The Legal Profession

Posted in Client Service, Commentary

Jeff Carr, the General Counsel of FMC Technologies and ACC Board Member, has spoken often about his idea that legal services fit into four buckets, two of which he is happy to pay for and two of which he thinks will someday be free.  Jeff says he happily will pay for advocacy and counseling, which require skill,… Continue Reading

The Future Of Law?

Posted in Commentary, People, Places and Blawgs

I had the great privilege of participating in FutureFirms 1.0, organized by Professor William Henderson of the Indiana University School of Law.  The event, sponsored by Hildebrandt, feature four teams comprised of law firm partners, associates, current law students and actual clients.  There was a fact pattern that all teams operated from, essentially a typical AmLaw… Continue Reading

On Being All Things

Posted in Commentary

Yesterday, I saw something I had never seen before.  A Lincoln pick-up truck.  I’ve never seen a BMW pick-up, or a Lexus pick-up truck.  Nor, if memory serves, an Audi, Bentley, Rolls, Porsche or Infinity pick-up.  I was surprised.  Lincoln used to represent the ultimate in American luxury cars. Why did this resonate with me? … Continue Reading

Are Discounted Hourly Rates The Answer?

Posted in Commentary, Hourly Rates and Alternatives

The March 30 issue of National Law Journal contains an article, reprinted on Law.com, discussing how some inhouse lawyers are responding to the economic crisis by asking their firms to slash hourly rates.  The discounts discussed in General Counsel Pressuring Firms Amid Recession  are not quantified, but include references to "we’ll match any qualified offer"… Continue Reading

Innovation During The Downturn? A Followup

Posted in Commentary

I recently wrote about whether BigLaw would take the opportunity provided by the economic downturn to change their fundamental business model. Yesterday, I ran across an article in law.com suggesting change may be occurring.  Tough Times For Law Firms, Lawyers May Be Catalyst For Positive Change posits the theory law firms are changing because they… Continue Reading

Financial Advisors Encouraged To Bill By The Hour

Posted in Commentary, Hourly Rates and Alternatives

Accountancy Age encourages financial advisers to "charge by the hour if you want to survive."  Essentially, the argument is this:  hourly fees are more predictable than commission-based income.  Meaning, you can more more if you charge for your time than if you charge for your results. Pathetic.  Especially when you realize that the minute the… Continue Reading

Will Firms Get A Third Chance To Change?

Posted in Commentary

The recent story of General Motors provides an interesting point of comparison for law firms.  Before approaching the government last December for bailout money (and a tone-deaf request at that), General Motors had decades to change itself into a company that could compete in the future.  It failed.  Between December and last week, GM had… Continue Reading

One Bad Apple. One Little Thing.

Posted in Client Service, Commentary

I love the Westin Hotel in Seattle.  I have several great memories of that hotel. But on Thursday, I was in a hurry and I needed to grab a quick bite.  For some inexplicable reason, this hotel does not have a restaurant for breakfast.  Instead, there is a little cafe where you can get breakfast,… Continue Reading