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

Monthly Archives: March 2013

Simple questions a client can ask to expose dirty little secrets

Posted in Client Service, Commentary, Hourly Rates and Alternatives

Everyone claims to offer fee structures that are alternatives to the billable hour.  Frequently, these “alternatives” are nothing more than estimated hours x hourly rates, plus “a little cushion.” So clients should ask: 1.  How did you determine your alternative fee?  What metrics did you examine?  What factors did you consider?  What experience did you… Continue Reading

Customer Service Insights from other industries

Posted in Client Service

I have often observed that when presented with an idea from outside the law, lawyers are almost reflexively dismissive.  After immediate dismissal of such ideas, lawyers then tend to exercise their legal skills to develop their arguments why the idea is bad.  In contrast, most business persons I have had an opportunity to observe hear… Continue Reading