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

Category Archives: Client Service

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Rule 1: Clients get to decide

Posted in Client Service, Commentary

Some things make my blood boil.  Consider these quotes from Part 4 of Pam Woldow’s recent 4-part series, Cutting Corners (Part 1, Part 2, Part 3, Part 4).  The series discusses whether use of Legal Project Management and Legal Process Improvement encourages lawyers to cut corners.  Part 4 includes reader feedback and Pam’s response to… Continue Reading

Kaye Scholer’s clients need to check their bills

Posted in Client Service, Hourly Rates and Alternatives

Another law firm has motivated its associates to spend more time rather than less getting their work done.  Kaye Scholer is paying upwards of $20,000 in additional bonuses to those who exceed 2,200 hours per year.  The firm’s managing partner said this: At Kaye Scholer, we strongly believe in rewarding our lawyers who not only meet, but… Continue Reading

Valorem named again to BTI Client Service A-Team

Posted in Client Service

Chicago, IL-November 19, 2013  For the third consecutive year, Valorem Law Group has been named to BTI Consulting Group’s Client Service A-Team.  Valorem was recognized in the Client Focus, Providing Value for the Dollar, Commitment to Help, Keeps Clients Informed, Handles Problems and Deals with Unexpected Changes categories. The results were reported in BTI’s Client… Continue Reading

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

Non-help help worse than no help at all

Posted in Client Service

Sadly, most of my worst customer experiences a come from my a preferred airline.  It’s sad because I fly.  A lot.  You might think that being an elite flyer for the past 15 years might count for something, but then again airlines are not exactly known for the wisdom of their customer service. Earlier this… Continue Reading

Some insight into the value of great client service

Posted in Client Service

I received an email from Michael Rynowecer of BTI Consulting which provided an interesting insight. There has been a number of reports about large law firms losing market share and otherwise performing poorly.  Michael’s email reported that the BTI Client Service 30—the best—actually gained market share in 2012, and did so at competitor expense.  But… Continue Reading

Client Service Lessons from a Landscaper

Posted in Client Service

As I walked around my yard on Saturday, I realized that our decision to change landscapers was ill-advised.  I hadn’t seen our account manager since the first walk-around in early April.  This caused me to think back to our former landscaper (who will be rehired, mind you) and the things he used to do.  This… Continue Reading

The best source of new business is ….

Posted in Client Service, Commentary

When I was a young associate an eternity ago, my firm held an internal seminar on developing new business.  Almost every associate attended, with pen and notebook ready to write down the means by which riches would be obtained.  The top rainmaker stood up and said, “The best source of new business is…..”  And then… Continue Reading

Just one thing

Posted in Client Service, Commentary

One of the things that happens during boarding on most flights is that people carry on telephone conversations that are impossible to ignore. I used to feel a sense of guilt about hearing what they were saying, but lately I’ve concluded that if they are foolish enough to speak loudly in front of so many… Continue Reading

Scoring client service–great idea from Matt Homann

Posted in Client Service, Commentary, People, Places and Blawgs

I loved this post by Matt Homann suggesting lawyers score their client service on the quality of the client’s experience as well as the quality of the result.  Matt’s “scorecard” is included at left.  Matt’s suggestion is to ask your clients to show where you fit in the quality of experience/quality of result chart and… Continue Reading

“Smart” products helping lawyers capture even more time only add to hourly rate feeding frenzy

Posted in Client Service, Hourly Rates and Alternatives

I got an email today that is proof that mass emailers don’t care a bit about who receives the emails.  The mass email, on behalf of Smart WebParts, offered this enticement: Smart Time moves timekeeping into a new era, finally offering timekeepers a way to keep up with today’s hypermobile, multitasking work environments. In this new… Continue Reading

The importance of proofreading

Posted in Client Service, General

From the world of sports: A dispute over contract language that affects seven fired Jacksonville Jaguars assistant coaches for over $3 million may have been one of the factors that led to the dismissal of Paul Vance, the team’s senior vice president of football operations and general counsel, according to league sources. A source said… 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.

Early Case Assessment Form Available

Posted in Client Service

The International Institute for Conflict Prevention and Resolution has just released the 2010 version of its Early Case Assessment Toolkit.  I am pleased to have been involved in the development of this tool and the ECA form.  Even if you choose not to take advantage of this product, you certainly should be using some form of… Continue Reading

More on Kodak–Worst Service in History

Posted in Client Service

If you’re not familiar with my Kodak saga, you might want to read about it first. Kodak sent me an email.  Here is the pertinent part, along with my comments: I am sorry to hear that your order confirmation email was delayed. Please be informed that all orders over $100 are automatically being reviewed by… Continue Reading