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

Monthly Archives: August 2011

Value Tip of the Day–Courtesy of Valorem App

Posted in Commentary

Is spending time reviewing your outside lawyers’ bills the highest and best use of your (or your team’s) time? Trust us, you’d feel much better if you used a fee structure that allowed you to put that time to more valuable use. Value Tips of the Day are reprinted here from the Valorem App, available… Continue Reading

Value Tip of the Day–Courtesy of Valorem App

Posted in Commentary

Companies that have tried alternative fees have reported real savings of 15% or more.  Is your company so exceptional that you shouldn’t pursue this result? Value Tips of the Day are reprinted here from the Valorem App, available for iPad and iPhone users through the App store.

Do the Rewards of Risk-Taking in the Business World Translate into the Legal World?

Posted in Commentary

On the Sunday following Steve Jobs’ resignation as CEO of Apple, the New York Times contained an interesting article, Reaping the Rewards of Risk-Taking that understandably praised the innovative work of the man many consider America’s greatest innovator. The article goes beyond simply praising Jobs, though, and discusses the traits of disruptive innovators: The academics… Continue Reading

Value Tip of the Day–Courtesy of Valorem App

Posted in Commentary

Have you seen the data that proves that discounted hourly rates is the least effective way to lower legal spend?  Ask us.  We have. Value Tips of the Day are reprinted here from the Valorem App, available for iPad and iPhone users through the App store.

Value Tip of the Day–Courtesy of Valorem App

Posted in Commentary

Give it to the litigators (they’ll eat anything!) Have litigators review your contracts.  Corporate lawyers repeat provisions without knowing how the terms hold up in court.  Litigators have a keen eye for things that don’t make sense on the face of the agreement, and can steer you clear of obvious pitfalls which, in the end,… Continue Reading

Value Tip of the Day–Courtesy of Valorem App

Posted in Commentary

If they talk the talk, make sure they walk the walk… Hold your outside firms to their diversity promises.  Require monthly breakdowns of the actual percentage of work done by diverse attorneys and paralegals, and if they are not living up to your expectations (which should be high, by the way), then insist on adjustments… Continue Reading

Value Tip of the Day–Courtesy of Valorem App

Posted in Commentary

Lokel yokel. If you have an out-of-state matter that requires local counsel, have your main counsel hire and supervise the local counsel and include the local counsel fees in their bill to you.  More incentive for efficiency and less bill reviewing for you.  Better yet, make your main counsel include the pricing of local counsel… Continue Reading

Captain Renault on the Inflation of AmLaw PPP reports

Posted in Commentary

“I’m shocked, shocked to find that gambling is going on here.” Captain Renault to Rick Blaine, in Casablanca. Law Firm Profits Called Inflated, from the Wall Street Journal.  The source is a person briefed on an analysis by Citi Private Bank Law Firm Group. I’m shocked, shocked.

Value Tip of the Day–Courtesy of Valorem App

Posted in Commentary

The long and winding road …. Studies show that the longer litigation continues, the more expensive it is.  Give your firm incentive to conclude litigation quickly — like a success bonus for resolving within a certain period of time. Value Tips of the Day are reprinted here from the Valorem App, available for iPad and… Continue Reading

A great customer service story

Posted in Client Service

You gotta read this story.  Way to go Morton’s! But think beyond the story.  What does Morton’s do to create that kind of customer service culture?  If anyone knows, please share.

How did that happen? Great question.

Posted in Commentary

Steven Harper recently made this observation in Belly of the Beast: Amid corporate belt-tightening that targeted outside legal costs, average equity partner profits for the Am Law 100 actually rose during the last two years. They’re now back to pre-Great Recession levels of $1.4 million a year and it’s a safe bet that next year’s… Continue Reading

Today’s Value Equation

Posted in Commentary

Others have attempted to define value. Here is today’s effort to focus on providing value: Value is achieved when what the client pays is less than what the client receives.  Thus, Value = Pay < Received.

Nicole Auerbach will be speaking on ACI’s Reducing Legal Costs forum in October

Posted in People, Places and Blawgs

My inestimable partner, Nicole Auerbach, will be speaking at ACI’s 6th Annual Forum on Reducing Legal Costs, being held on October 20-21 at the Union League Club in Philadelphia.  Joining Nicole to discuss practical guidance from those who have led the way on cost reduction initiatives are Ward Classen of CSC, my friend Susan Hackett… Continue Reading

The Economy and Legal Fees: Déjà vu all over again

Posted in Commentary

  Just over four years ago, the amazing Gerry Riskin wrote Doom and Gloom for the legal profession—it’s coming. In that post, Gerry predicted—quite accurately in retrospect—that the legal profession was “in for very rough times” and that it would begin about six months after the November 2008 US Presidential Election. Most people now use September… Continue Reading