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

Monthly Archives: September 2009

WOW! Jordan Furlong joins Edge International!

Posted in People, Places and Blawgs

  There is no bigger fan of Edge International than yours truly, and I’ve written before about my admiration for Edge’s outstanding work.  I’ve also written of my admiration for Jordan Furlong, author of the brilliant Law21.ca blog.  Today I learned that Jordan has joined Edge’s outstanding team.  It’s like adding Wayne Gretzkey in his… Continue Reading

Ron Baker’s Lean Rebuttal. Pat’s comments

Posted in Commentary

Ron Baker posted a long critique of the discussion on Lean.  I wanted to comment on some of his arguments, so I have copied the post its entirety.  My comments appear in caps within the body of Ron’s post below.  Forgive this unorthodox approach, but it is the only way to create the proper context… Continue Reading

Lean Discussion Very Insightful

Posted in Client Service, Commentary

Certain posts from In Search Of Perfect Client Service are posted on the Legal On Ramp discussion board.  The comments by fellow "rampers" on my two recent posts on Lean, Lean Client Service and Update on Lean: Ron Baker Takes Issue have been so interesting that I am taking the liberty of posting them here; From… Continue Reading

Walking and chewing gum. At the same time.

Posted in Commentary

I was listening to NPR today.  There was a story about how Congress could not work on climate change legislation because it was focused on the health care debate.  It reminded me of a time when I asked a colleague if we could schedule a meeting to discuss a new case, only to be told that… Continue Reading

Lean Client Service

Posted in Commentary

Wikipedia defines "lean" this way: Lean manufacturing or lean production, which is often known simply as "Lean", is a production practice that considers the expenditure of resources for any goal other than the creation of value for the end customer to be wasteful, and thus a target for elimination. Working from the perspective of the… Continue Reading

And This Is How PR Works

Posted in Commentary

Earlier today, I wrote about the "efforts" of Reed Smith, Mayer Brown and O’Melveny to "transform" themselves by offering their clients alternative fees.  The reality is that the firms weren’t really doing anything.  They simply had formed committees to look at alternative fees.  Of course, anyone who has ever been in a big firm knows… Continue Reading

Short Legal Communications

Posted in Client Service, Commentary

A couple of days ago, I wrote a post about lawyers refusing to take a position on something.  I’ve gotten a lot of nice comments on …and on the other hand … and wanted to follow up with a short but important point.  When you figure out what your real point is, the one hand you… Continue Reading

What Do Clients Pay For Certainty? Is It Worth It?

Posted in Commentary

When  speak before groups that include in-house lawyers or business people, I always ask at what level of certainty business decisions are made.  The answers tend to range from 40% to 60%.  There have been lower numbers, but I can’t recall any that were higher.  A high degree of certainty is a luxury most business… Continue Reading

Are alternative fees like teenage sex? Find out.

Posted in Commentary

I love this article.  Not because it mentions my friend and client, Jeff Carr (it quotes him liberally). Not because it mentions Valorem (it does).  Not even because it ends by quoting my tweet (it does).   I love it because of this sentence: "Alternative fee arrangements are like teenage sex. There’s a lot more people… Continue Reading

Stuart Chanen joins Valorem!

Posted in People, Places and Blawgs

  I am thrilled to be able to share with the world that Stuart Chanen has joined Valorem!  Stuart is an incredibly accomplished litigator and adds immeasurably to our strength and creativity.  Here is the press release we issued a short while ago: Stuart J. Chanen joins Valorem Law Group as Partner CHICAGO, August 31,… Continue Reading