In Search of Perfect Client Service

     I am thrilled to announce that Nicole Nehama Auerbach will be joining Valorem as a member as of April 14.  Nicole is currently a partner at Katten Muchin Rosenman in Chicago.  Nicole concentrates her practice on all facets of complex commercial litigation, focusing on the strategic development of complex cases in order to posture them for favorable resolution, and when good business deals cannot be had, Nicole tries the case.  She has represented such clients as Miller Brewing Company, the Chicago Bulls, Orbitz, Computer Associates, Cendant Corporation, Scholarships.com, Career Education Corporation, The Northern Trust and Cole Taylor Bank. Nicole has litigated cases in federal and state courts across the country and has handled numerous arbitrations and mediations.

Nicole is a Founder and Co-Chair of Katten's Women’s Leadership Forum. She founded the Coalition of Women's Initiatives in Law Firms, a group of woman leaders from Chicago area law firms, which now has 27 members.  She speaks and chairs conferences on women's issues and  also devotes time to pro bono litigation matters and represents unaccompanied children in political asylum cases and was recognized as one of the 2005 “40 Illinois Attorneys Under Forty To Watch” by the Law Bulletin Publishing Company, and has been recognized as an Illinois Super Lawyer in 2007 and 2008. In addition, Nicole was featured in Vault Publications’ 2006 book, “A View From the Top: Q & A with Legal Women Leaders,” as well as on the cover and in the lead story of the February 2007 issue of Chicago Lawyer magazine.

Nicole is a member of the Federal Trial Bar. She is also a member of the Leadership Council of the National Immigrant Justice Center and the American Bar Association's Women Rainmakers Section.

Beyond the bio material, Nicole shares our commitment to alternative fee arrangements and to fees structured so that we share our client's risk. 

Needless to say, Nicole's new colleagues are thrilled to have someone so incredibly talented join us.  But what makes Nicole's decision even more profound is that in addition to her incredible legal skills and accomplishments, Nicole is an even more extraordinary person, a person of warmth, compassion and insight.  Mother of three boys, Nicole is an accomplished singer and songwriter and music lover, so the quality of sound around Valorem will definitely be improving.

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I am happy to welcome Leo Bottary back to the blogosphere.  Leo wrote, then retired from writing--and is now back writing!--the terrific Client Service Insights.  His innaugural post for his "second season" explains what he's been up to--lots of changes.  Congratulations to Leo on completing his masters program at Seton Hall University and his  new position at Mullen.  The client service fraternity is lucky to have Leo back.

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Jim Hassett,  the author of the outstanding Legal Business Development blog, has a new product out (new to me at least)  that really is worth your time.  Appropriately named the Legal Business Development Success Kit, Jim has put together in audio course that combines anecdotes and data from a number of different sources in an easy-to-listen-to manner, a book containing leading business development practices and much more.  Everyone interested in developing new business and strengthening relationships with existing clients should take advantage of this tremendous resource.  Congratulations to Jim on putting together such a compelling offering.

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I've just added Cole Silver's Legal Marketing Secrets to my list of Links.  You can read about Cole's background and experience here.  Once you understand that he has been both lawyer and client, you'll see that the wisdom on his blog is borne of broad experience.  If you haven't already discovered Cole's blog, you might benefit from spending some time with it.

Cole also has launced a unique audio program designed to help lawyers make more money, get more clients and enjoy their practice more.  He has interviewed hundreds of world renowned experts who share their insights.  The program contains thousands of ideas and insights.  I am  honored to have been included in audio series along with a great number of extraordinary people whom I greatly admire--Gerry Riskin, Harry Beckwith, Larry Bodine, Jim Hassett, Bruce Marcus, Dan Hull, Ed Poll, Kevin O'Keefe, Monica Goebel and so many more. You really need to check it out at http://www.Findcareersuccess.com.

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Was just perusing a new blog I've started to follow, 800ceoread, and saw the post title "You Can't Win A Fight With Your Client."  The post is about a book by the same title, authored by Tom Markert, who also penned the book, "You Can't Win A Fight With Your Boss."  Both seem sensible if not self-evident.  I haven't yet read the book (but have ordered and will provide a review next week), but here are some of the rules:

Rule 10: Be a Client Advocate
Rule 28: Speak the Truth
Rule 36: Find Ways to Make Their Lives Easier

Rule 46 was quoted in greater length: 

Roll Up Your Sleeves.

There is no work that is beneath anyone. If a project needs to get done for a client and there is no one at the right level to do it, then roll up your sleeves and tackle it yourself. Jumping in on a project or task that is not yours demonstrates leadership and commitment.

Your staff will see you doing it and will take in a valuable lesson. And of course the client will have a better experience with the company because the work got done. Everyone comes up a winner.

More to come next week.

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Very powerful post by my good friend Gerry Riskin in his great blog, Amazing Firms, Amazing Practices.    The post, Doom and Gloom for the legal profession--it's coming, contains Gerry's prediction that "our legal profession is in for very rough times."  Gerry is very much a "glass-half-full" person, so reaching this conclusion in spite of his optimistic nature, should cause every one to take a deep breath and spend time contemplating Gerry's post and suggestions.

I am left with this question for my friend:  what are the things you see that give rise to your concern?  And are they tied to the next U.S. election or is that merely a benchmark for when you think the problems will be apparent?

UPDATE:  Gerry Riskin responds:

Patrick Lamb posted the following comment both here and on his own popular blog: In Search of Perfect Client Service in his post: Gerry Riskin's Forecast: Stormy Times Ahead.

I think he deserves a response:

Patrick’s comment/question:    Gerry--very powerful post.  Not one that I disagree with at all, but can you share with us the signs you see that lead you to this conclusion?  And are the elections tied to result or simply a benchmark for the time by which you think the changes will be apparent?  Ciao.

My response:  The US election is a process that sees powerful interest groups exercising their discretion in a manner which will increase the probability of their preferred candidate(s) being elected.  As a result, a temporary and indeed unsustainable economic climate may be manifested.   I think things get very real about six months after US presidential elections.  With outcomes certain, interest groups lose their motivation in a hurry – at least for a while.   As for the indicators themselves, I am afraid to start because where do I finish?  However, here are some things to examine:

    Currency fluctuations
    Price of oil
    Price of precious metals
    Increase and decrease in “real” jobs
    Geographic location of those jobs
    Political stability of job locations
    Foreign relations as they affect business
    Balance of Trade between countries and regions
    Housing markets (not just prices – but demand)
    Auto market (demand)
    Credit levels (or should I say “debt levels”)
    Interest rates (they are not falling, in fact, get ready…)
    The advent of the largely unregulated Hedge Fund industry
    The establishment pensions that invest in Hedge Funds
    The Domino effect – how one indicator impacts many others

And specific to the legal profession:
   
    The disparity between views of General Counsel and Outside Law Firms
    Associate starting salaries (and consequential impact on all salaries)
    “De-equitization of partners” trend
    “Law firms going public” (anticipated) trend
    The obsession by partners on remuneration
    The expectation of continued increasing revenues, PPP and PPL
    The surrealism of the financial expectations of new lawyers
    Comments from Citigroup’s law firm market specialists

Disclaimer:  Yes, I obtained a business degree before law and yes I studied economics and yes I subscribe to reliable publications like The Economist but I do not profess to be able to predict the stock market or future currency fluctuations.  In fact, I will admit that my post is based to a large extent on a hunch – intuition (I read Blink by Malcolm Gladwell so maybe this is OK).

Punchline:  If there were a fund that invested in the legal profession worldwide (at least in the western world) I am not a buyer – I might even summon the courage to put some money at risk by “selling short”.

In closing, perhaps not you, Patrick but there are many who will think I am completely wrong – I not only respect their right to hold that view, I hope that their view prevails.  I post this because if there I seven a significant possibility I am right, as stated in my original post:  “My message to Managing Partners is not to become pessimistic but simply to have a contingency plan in place.”

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I am proud to be amongst such distinguished company in the TechnoLawyer eBook, BlawgWorld 2007.  Here's the story:

TechnoLawyer eBook Makes Legal Publishing History with Smart
Navigation System and Online Distribution via Seventy-Eight Legal Blogs

Helps lawyers find blogs and helps law firms get answers to their most pressing problems

New York, NY (July 30, 2007) — TechnoLawyer, the popular online network for lawyers and law office administrators, today launched BlawgWorld 2007 with TechnoLawyer Problem/Solution Guide, a free eBook with a proprietary design that will turn heads in the legal publishing world. 

BlawgWorld 2007 features a remarkable collection of essays from the legal blogosphere and the 2007 TechnoLawyer Problem/Solution Guide offers a new way for law firms to find answers to management and technology questions.

BlawgWorld 2007 enables lawyers to find legal blogs of interest fast. More than 120,000 blogs launch every day, many of them in the legal sector. Lawyers clearly do not have the time to read every legal blog (blawg). But many blawgs contain excellent content pertaining to their practice of law.

The first edition of BlawgWorld, released in November 2005, was downloaded more than 45,000 times. The second edition is expected to have an even larger audience because of its wider distribution. “BlawgWorld 2006 was excellent so I’m looking forward to reading the 2007 edition,” said Joshua Stein, a partner at Latham &  Watkins.

Fifty percent larger than its predecessor, BlawgWorld 2007 contains thought-provoking essays from 77 of the most influential blawgs. Handpicked by each respective blogger, the essays provide a window into their blawgs, making it easy for lawyers to figure out which ones merit their personal ongoing attention.

“We’re fans of any vehicle that exposes legal blogs to a new audience,” said David Lat, editor of Above The Law, which quickly has become one of the most popular blawgs since launching in 2006. “BlawgWorld is especially appealing thanks to its viral distribution.”

While it contains high-profile blawgs, BlawgWorld 2007 also includes some niche practice area blawgs including Tom Lamb’s Drug Injury Watch, a blawg that keeps the Food and Drug Administration and pharmaceutical companies on their toes. “BlawgWorld is a blogger’s best friend so I was happy to participate again,” noted Lamb.

In the 2007 TechnoLawyer Problem/Solution Guide, a sponsored resource, law firms will find 185 real-life Problems and corresponding Solutions. Written from the point of view of a law firm, each Problem/Solution consists of a question and detailed answer as well as a button that links to a Web page with more information. The 77 participating vendors had to comply with strict guidelines, such as the prohibition of superlatives, designed to emphasize information over marketing lingo.

For example, Bluebeam Software of Pasadena, California contributed two Problems (How Can I Apply Bates Stamps to PDF Files? How Can I Redact PDF Files?). “Thanks to Google, today’s consumers prefer advertising that genuinely helps them. The Problem/Solution Guide fits this new paradigm,” said Richard Lee, President and CEO of Bluebeam Software.

BlawgWorld 2007 and the 2007 TechnoLawyer Problem/Solution Guide both reside in the same PDF file. From any of the eBook’s 345 pages, readers can find anything in just three clicks thanks to the smart navigation system.

“Although the navigation system seems intuitive, developing it involved a lot of hard work and rough drafts,” said editor Sara Skiff. “We believe it’s a first of its kind and provides a better experience than the bookmarks found in other eBooks.”

BlawgWorld 2007 with TechnoLawyer Problem/Solution Guide is both free and freely distributed. Today, TechnoLawyer and the 77 blawgs featured in the eBook each will provide a download link to their respective readers. No registration is required for the download. Those who download a copy will be encouraged to become distributors themselves.

“We believe the launch of this eBook could make history, at least on the legal Web,” said TechnoLawyer publisher Neil J. Squillante. “It’s unusual for a publisher to allow others to distribute its publication much less 77 different blawgs all on the same day. It’s historic and will certainly be fun to witness.”

For more information about and a free copy of BlawgWorld 2007 with TechnoLawyer Problem/Solution Guide visit www.blawgworld.com.

Or better yet, simply click here.

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I was paging through April/May volume of the Law Practice, and came across an ad for The Successful Lawyer, authored by my good friend, Gerry Riskin.  (Gerry's blog Amazing Firms Amazing Practices is a must read.)  Its no secret that I am a huge Gerry Riskin fan, but I did want to pass along a comment about this book--it really is a must read, not just for partners, but for associates too.  Gerry's writing is so clear and compelling that those looking for a map to success in law and life should put this on the top of their reading list.  But don't take it from me.  Tom Peters, another icon, says this:

The Successful Lawyer is precisely the book I've been dreaming of.  It is well argued and exceptionally practical.  Frankly, there is no professional service firm, including my own, that would not benefit immeasurably from applying these ideas and practices.

Make a deal with yourself.  Buy the Audio-CD version, download it into your Ipod and exercise your mind while you exercise your body.  It will be a great investment.

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For those of you who try cases (as I do), I wanted to alert you to a new (well, relatively new) blog named Deliberations, written by my friend and former trial partner, Anne W. Reed of Milwaukee's  Reinhart Boerner.    Brilliantly written and insightful.  The blog world is now a much better place.  Welcome, Anne!

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Thought leaders like Tom Peters and Kevin Roberts have written about the transformation of service into experience.  That is, simply providing great service is not enough to develop the intense loyalty one wants from clients.  Instead, the client's entire experience must be so intensely satisfying and special that the client wants to repeat it.  Those who want to think further along this line should read Daniel Pink's "A Whole New Mind."  Great book.  Very thought provoking. 

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My classmate Lawrence Savell has recorded some holiday classics, but with a decided humorous bent.  Check his offerings out at www.lawtunes.com.  My favorite is "Bill Those Hours," to the music of Jingle Bells.   Lawrence's day job is ....  (well, let's just focus here on his great sense of humor!).

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Let me begin by acknowledging a bias.  Those who have followed my blog know how highly I think of Gerry Riskin of Edge International.  Having watched Gerry in action and more recently had the chance to work with him, I think he operates in the rarefied air that most of us only dream of.  He's that good.  He advises firms around the world, and as the world continues to flatten, his global experience becomes even more valuable.  And having shared several wonderful meals and some choice bottles of wine with Gerry, I am fortunate to have him as a friend.

Gerry's amazing blog, Amazing Firms Amazing Practices, has been a must-read blawg since I was first introduced to blogging in April 2005.  But have you noticed the blogging contributions of Gerry's partners?  If Rob Millard's The Adventure of Strategy does not grab your mind, nothing will.  Another Edge partner, Ed Wesemann, writes the blog Creating Dominance.  Like his Edge colleagues, Ed brings perspective, common sense and experience to bear in abundance.  Another absolute must-read. (Both blawgs have been added to my list of "must-read" links.)

Just a few weeks ago, Edge published is Summer 2006 issue of Edge International Review.  It is full of insightful, thoughtful and thought-provoking articles.  And its free. 

To top it off, I just received an email from Edge partner Patrick McKenna, who was kind enough to share with me a copy of his most recent work,  an e-book titled First 100 Days: Transitioning A New Managing Partner.  Its a quick read, but even experienced managing partners will learn a lot.  Patrick's writings, which include First Among Equals (co-authored with David Maister) and Herding Cats (co-authored with Gerry Riskin), are among the leading works in the field.  For a detailed review of Patrick's newest contribution, check out Bruce Marcus' summary and critique.

These Edge folks are rocking the world, one after the other.  If you care about your firm, if your firm cares about its clients, if you want to be a success in the world of professional service firms, the people from Edge are people you must listen to.  Their global perspective, experience, knowledge and common sense put them in a unique position to walk into a room of the most skeptical of lawyers and command attention and respect before saying the first word.  Truly exceptional talent in a truly exceptional organization.  I'm lucky to be able to work with them.

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Ernie the Attorney announced in a March 1 post that he is starting a new law firm.  Ernie is a tremendous writer, and I have learned more about the aftermath of Hurricane Katrina from him than all other media combined.  He tells human stories, the daily ups and downs of life after disaster.  So it is no surprise that his announcement was delivered with an eloquence no one can match.  Certainly not me.  So, in Ernie's own words:

The day after Mardi Gras is always a day of reflection for people in New Orleans.  This year, the "day after" is a special milestone: it's been six months since Katrina hit the the Gulf Coast and ravaged Mississippi and Eastern Louisiana.  For those of us who lived through the turmoil --and its bizarre aftermath-- the last six months has been a continual stream of reflection.  Like many people who lived in New Orleans before Katrina, I've spent a lot of time thinking about what really matters most in life (short answer: friends and family).   I've also thought a lot about what other changes (ones that I control) might be worth making.  Dreams that seemed not so pressing before Katrina now seem to be more urgent.   I've learned a lot from Katrina, as I'm sure many people have. One thing  Katrina taught us is that massive change can arrive very quickly, and have unpredictable results.  If uncontrolled massive change can come into your life then why not try to bring about a little purposeful change just to balance things out?  I've reflected on what changes I would make if I could

So, after months of reflection I've decided to try to practice law on my own.  Of course, it will be challenging.  And that's the best reason to do it.  The whole city of New Orleans faces enormous challenges. But  the city is in a great position to make significant improvements.  And that's how I feel about practicing law.  I want to make significant improvements in how I practice law, and the best way for me to do this is on my own.   It is with more than a large dose of sorrow that I announce I'm leaving Gordon, Arata  --the wonderful law firm where I've practiced law for the past eighteen years.  But  --effective today-- I'll be practicing under the rubric Svenson Law Firm LLC.
I'll continue handling the same types of business disputes that I worked on before, but with less overhead and a lower billable rate.  I'll strive to use non-hourly billable arrangements, and to use technology to increase productivity and effectiveness wherever possible. 

More information about my new firm is available at:  www.ernestsvenson.com
And, of course, you can always keep up with me here.

My new contact information is:
Ernest Svenson
Svenson Law Firm LLC
432 Henry Clay Ave
New Orleans, LA 70118-5724
Tel: 504.669.5150 | Fax: 504.324.0453
Email: esvenson@gmail.com

Godspeed, Ernie.  I really admire you, what you're doing and why.  I hope your new venture brings you unimaginable rewards.

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  One of the really cool things about blogging is developing an electronic relationship with someone and then finally getting to meet them.  As I mentioned in a previous post, I had the great fortune of spending this past Saturday with Gerry Riskin.  Today, I was able to finally meet the incomparable Michelle Golden, author of Golden Practices.  We had a great time talking about our shared interest in value billing as well as a host of other marketing issues.

I have always read Michelle's posts with great interest.  Her recent posts on The Profitability Problem and Profitability Through Pricing are terrific examples of her blogging contributions and reveal a depth of thinking that makes Michelle so enjoyable to engage in discussion.  Our short visit at O'Hare was my great privilege.

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Just wanted to let everyone know that the American Conference Institute is hosting the Cross-Industry Summit on Law Firm Marketing Leadership at the Westin New York at Times Square on May 15-17.  The event is designed to provide strategies to facilitate firm wide collaboration for client development and retention efforts.  The agenda is posted here. 

Because ACI was crazy enough to invite me to speak, I am able to offer this great offer:  If you would like to attend, you can save $200 off the registration price simply by quoting "Keycode 893L06.S" when you call 1-888-224-2480 or register on-line.  Seriously, I think the program will be excellent and I hope to see many of you there.

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"When Gerry speaks, he reaches parts of your mind that you have never used before."   Sue Stapely, Barrister and Solicitor, London

"I don't know Sue Stapely, but she is a master of understatement."  Patrick Lamb, Attorney, Chicago

My partner Jim Rubin is a brilliant lawyer.  He that rare combination of extraordinary intelligence and killer instincts, and he has used these traits, plus a willingness to outwork his opponent to build a world-class practice representing insurance and reinsurance companies in reinsurance disputes.  Chambers found him to be one of the very best reinsurance litigators in the country.  Jim Rubin does not suffer fools lightly, and he give compliments like he was tossing around man-hole covers.  I write this, not to promote my partner (he most certainly does not need my help in that regard) but to create context for his evaluation of the retreat Gerry Riskin led yesterday for our firm.  At the end, and in front of all our lawyers, Jim said "Gerry, I can't thank you enough.  In the 15 years we have been doing these retreats, this was far and away the best we have ever had." 

Gerry hit the ball out of the park.  He drove the ball 380 yards down the middle of the fairway.  He beat Kobe one on one.  Pick whatever metaphor you will, Gerry was at the top of his game and he wow'd us.  Its not just his content, which is exceptional.  To me, two things made Gerry extraordinary.  First, Gerry's level of preparation was intense.  He had spoken to a number of my partners in great depth before Saturday, so he had his fingers on our pulse, our practice, our concerns.  And his material was tailored to us like a fine, custom-made suit.

The other thing that made Gerry's presentation so exceptional was his manner of presentation.  He presents his points in small steps that make it easy for you to walk with him, and before you realize it, you've arrived comfortably at precisely the destination Gerry planned for you to be, and you marvel at how comfortable the trip turned out to be.  If he had simply announced that people needed to be at a certain place, few would have made the complete trip and it would have been nowhere near as engaging a journey.

For us, the issue we focused on were marketing, both the whys and the hows.  But I can't imagine a topic on which Gerry would not excel.

On a personal note,  I had the opportunity to spend some time with Gerry and at the Marketing Partner Forum and even more time yesterday after our retreat.  A great retreat leader, teacher, etc., he is even a better person.  Just an outstanding guy with a great sense of humor.  As Humphrey Bogart said to Claude Rains at the end of Casablanca, "I think this is the start of a beautiful friendship."  It will be my great fortune if it is so.

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Gerry Riskin is a renowned blogger(Amazing Firms, Amazing Practices) and internationally sought-after consultant to professional service firms (through Edge International). I've had the great fortune to meet Gerry Riskin, spend time with him in conversation, hear him present to a large audience, exchange emails and blog entries, but I have never heard him lead a small group discussion. That's about to change.

My law firm, like many others, holds annual retreats.  Ours for 2006 is this Saturday, and we had the enormous good fortune to be able to land Gerry to lead the retreat.  Having seen him in other venues and heard some much about him, I am really excited about getting up early this Saturday!

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Congratulations to Michelle Golden on her 100th blog post!  Her Golden Practices is one of my "must-read" blogs.  Michelle used the occasion of her 100th post to write something "extra thoughtful" and she hit the ball out of the park.  Check out her post on The Profitability Problem as well as the followup post Profitability Through Pricing.

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David Maister, who inspired me with several presentations and inspires me with his books and articles, has joined the blogosphere.  He is blog is called Passion, People and Principles.  He explains the blog name this way:

The title of my blog derives from a comment made by Tom Peters who observed in his blog that "...(it's) interesting how all these gurus-e.g. Stan Davis, Gary Hamel, David Maister-come to put People & Passion first as they age. Hmmm..."

David certainly qualifies as a thought-leader in the client service and professional service firm management areas.  We are lucky to have him join the medium.

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Supposedly being relentlessly focused on client service and trying always to be looking at things from the perspective of a client, I'm ashamed to admit that this wasn't my idea.  But it is a good one.  We need to add a "Best Inhouse Counsel Blawg" for all future award ceremonies.  Those blawgs focusing on the needs and interests of inside counsel would be eligible.  Anyone disagree?

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Dan Hull made a flattering comment about my blawg in his What About Clients, and I am thankful for his kind comment and the fact that he made it publicly.  Dan was thoughtful to include a link to the Blawg Review Awards 2005 where In Search of Perfect Client Service was (based on one person's view) named Best Practice Management Blawg.  While gratified that someone other than my mother thinks highly of my efforts, I've been exposed to too many gifted blawgers to think that my blawg is anything other than one good one among many terrific ones.

A number of people, through their inspiration, commentary, time, or just encouragement helped me in 2005.  I owe them a great deal. While this list is no doubt incomplete, I do want to thank Dan Hull, Dennis Kennedy, Gerry Riskin, Larry Bodine, Matt Homann, Tom Kane, Michelle Golden, Monica Bay, The Wired GC and The Greatest American Lawyer.  And a special note of thanks to Ernie the Attorney, who endured so much this year and so powerfully shared his experiences.  My great thanks for your help and inspiration in 2005 and best wishes to all for a great 2006.

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Happy New Year everyone!

I've been reading a number of great blawg entries about New Year's resolutions.  Tom Mighell over at Between Lawyers writes about New Year's Tech Resolutions (a great list, I might add).  Michelle Golden in her Golden Practices with some great insight about "saying no" in 2006.  Tom Kane at LegalMarketingBlog telling all firms to make sure they have a web site.  And no list would be complete without mentioning Matt Homann's many posts on New Year's resolutions in his terrific the [non]billable hour.  You need to read his entire December 2005 archive to catch all his sage counsel.  There are so many more.  And virtually all have great advice.

I am going to suggest but one resolution.  Read Execution: The Discipline of Getting Things Done by Larry Bossidy and Ram Charan.  Tom Peters recommended it here and I read it over the holidays.  Outstanding book.  The subtitle of the book says everything.  Thinking great thoughts without ensuring they are effectively implemented is a recipe for failure.  Its a quick read.  Resolve to read the book.  Resolve to follow the wisdom of the authors.  If you do, you'll look back on 2006 as a great year.

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I receive Harry Beckwith's monthly newsletter by email.  I read them carefully because Harry Beckwith is much smarter than I am.  His December newsletter is entitled "Giovanni and the Extraordinary Force of Passion."  It is the story of a man who is a maitre d' at a hotel in Ravello, Italy.  He works long hours, serving his customers at breakfast, lunch and dinner.  Harry ends his story this way:

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In my second post as a blogger, I mentioned that Andrea Gordon, my firm's Director of Marketing, was one of my "consiglieres."  We are just ending our 4th year of working together, and I want to publicly thank Andrea for her great work.  My colleagues may never realize just how extraordinary she is and how lucky we are to have her.  But I do.  And I wanted to let the world know just how terrific she is.

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I've linked to Tom Kane's Legal Marketing Blog twice in recent entries.  I overlooked the fact that it was not listed on my "must read" list of blawgs.  It should have been.  Tom's insights are keen and his advice practical.  Don't miss it.

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Dan Hull launched his blawg this past August.  While I don't always agree with Dan, most of his posts are provocative-they make me (at least) think, and that's a good thing.  Belatedly, I have gotten around to updating my blawg (trials really get in the way of blawging!) and have added Dan's blawg What About Clients to my list of blawgs I read regularly. 

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Ernie the Attorney has provided some truly amazing insights into life for those who lived through Hurricane Katrina.  In the context of my blog, I was struck by this post on the letter Ernie received from Google.  Read Ernie's post.  The letter speaks for itself.  It's a good example of a company thinking about its customer's needs and reaching out rather than waiting to hear from the customer. 

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First this post from Larry Bodine in his Professional Marketing blog.  Then this one from Gerry Riskin, author of the terrific Amazing Firms Amazing Practices blog.  Larry and Gerry both write great blawgs (both listed on the left column as among my favorite blawgs).  I'm honored by both of their posts.  I have been around blawging long enough to know that the traffic to my blawg, from whatever source, pales in comparison to the traffic to many, many other legal blawgs, many of which are among my favorites.  And I point everyone to an interesting discussion about measuring the popularity of blawgs.   But all that said,  I am  new enough to blawging that I will take kudos when they come my way, even though the the crown "King of Blawgs" is an undeserved title.   Thanks guys.

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The degree of devastation does not begin to register.  I have been following Ernie the Attorney's front-line, first-hand posts about living through Katrina and her aftermath.  The simple story of his daughter's 16th birthday party on Saturday and her not knowing where her friends are now moved me to tears because it is clear her story is just one of countless stories of lives changed dramatically and most likely permanently.  One has to wonder whether the area will ever really recover.

I feel like I should do something.  I just don't know what. Lord knows there will be lawyers who can't lawyer, clients with special needs and so on.  Offering to help seems self-serving but it is one way to reach out.

There will be an enormous need for money, water, and other basics.  Here's another way to reach out: American Red Cross. 

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I've quoted or cited Michelle Golden's Golden Practices blog so many times that I have added it to my blogroll of favorite blogs.  Even though Michelle's marketing firm focuses on accounting firms, her insights apply equally to all professional service firms.  Take the time to check out her blog.  You'll be a regular visitor.

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Gerry Riskin of Edge International writes the terrific blog Amazing Firms Amazing Practices.  It consistently provokes me to think, to reflect, to reexamine.  I like that.  So I've added Gerry's blog to my blogroll of favorites.

Here's an example of why I like Gerry's blog so much. Gerry's July 18 post attaches an article entitled "Ten Myths About Innovations In Professional Service Firms."  It is written by one of Gerry's partners and contains some great common sense thinking.  Gerry lets the article speak for itself, and so will I.

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This morning, I was fortunate enough to have breakfast with Jeff Carr, General Counsel of FMC Technologies; Peter Jenkins, the President of Law Partnering Institute and founder of  the Law Department Consortium; and Steve Lauer, Director of Integrity Interactive.  Jeff is one the most outspoken proponents of aligning the economic interests of clients and their counsel, and he can legitimately claim to be one of the prophets who have moved the industry in this area.  Peter is on the cusp of really changing the management of mid-size law departments with the Law Department Consortium. Having served as in-house counsel for a number of years, Steve is now working at Integrity Interactive, the premier ethics and compliance partner to Global 2000 corporations. All were in town of the Corporate Counsel Superconference, sponsored by Corporate Legal Times.

I doubt I contributed a single meaningful thought during our 90 minutes, but I sure learned a lot.  Thanks to my friends for their insights.  I wouldn't be surprised if one or two of the lessons from this morning find their way into this blog.

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With the help of Monica Bay ( editor-in-chief of Law Technology News, editorial director of Law Firm Inc. and Small Firm Business, and a rabid Yankees fan), I was able to figure out how to add a list of my favorite blogs.  Thanks Monica!  Anyway, I wanted to explain why each was chosen.

In no particular order:  Tom Peters' blog contains some of the most forward thinking on business subjects that I've encountered.  There are no sacred cows and conventional wisdom is fodder for rethinking. The Wired GC, Law Department Management and In house Blog-News for In house lawyers were included as a convenience to in house lawyers who (I hope) read this site from time to time and because they are a good source of information for me to learn how my clients and prospective clients are thinking and what kind of challenges they might be facing.  Monica Bay's blog-The Common Scold is an insightful look at many different topics, frequently involving the practice of law, and Monica's irreverence and insight gives me a goal worthy of maximum effort. Adam Smith, Esq. is Bruce MacEwan's investigation into the economics of law firms.  Let's face it, he focuses on big law firms, and I love his stuff because it frequently exposes the gulf between the big firm's business interests and the objectives of their clients.

I included Larry Bodine's Professional Marketing Blog and Duct Tape Marketing because client service and focus is intrinsically connected with marketing.  These two blogs are the best law marketing blogs I've run across.  Dennis Kennedy.com and Matt Homann's [non]billable hour make the list because I've met both Matt and Dennis through LexThink, and both are technologically gifted (certainly by comparison to me) and both are devoted to the use of technology to improve the service and work product they provide clients.  Robert Ambrogi's Lawsites has offered me a number of sites and insights worthy of attention.  And finally, I included Greatest American Lawyer because the posts make me laugh, or make me think, and some make me do both.

Finally, I included my other website, Legacy Liabilities.  Its not in the same league as any of these others, but by listing it, I am challenging myself to invest the time to make it worthy of the company. 

I will be adding more blogs as time passes.  If you know of one I should post, include it as a comment.

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Remember the scene in the movie Analyze This where Billy Crystal is prentending to be Don Viti's consigliere?  And Chilly tries to correct him and the Billy Crystal character slaps the crap out of him and tells him to never correct him in front of other people?  Everyone should have a client service consigliere--someone to slap him or her if they ever lose focus.  I'm fortunate enough to have two people who help me keep focus--Butler Rubin's marketing director, Andrea Gordon, and Annie Gallagher of Extreme Marketing.  Gallagher has risen high enough in the pantheon of legal marketing that she has developed "one name status."  Mention that you know Gallagher and everyone will know who you mean.

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