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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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Is the time coming when an innovative Law Department will custom design its law firm?

Posted in Client Service, Commentary

Most complain that their law firms are not meeting their needs. Some law departments bring work in-house.  Some change law firms.  But the problems persist. Outside the law department, companies solve this kind of problem by creating a solution. Often, the company’s engineers work with a willing vendor to find the right solution. Is the… Continue Reading

The Noise of Client Service

Posted in Client Service, Commentary, General

I wrote a series on Signal and Noise here, here and here.  The problem clients confront is that most law firms look and sound alike.  When we started Valorem in 2008, no one was talking about alternative fees, no one was offering alternative fees and the world, by and large, thought we were crazy.  Now,… Continue Reading

ValoremNext presents Jeff Carr discussing the value of prevention. Join us in Houston.

Posted in Client Communications, Client Service, Commentary

  If you want to learn how a prevention program can help a law department add value to its company (with metrics), join us in Houston on October 28 at 5:30.  Jeff Carr will present his experience with prevention and the value it creates for law departments and their companies. Details can be found at… Continue Reading

Do in-house lawyers care less about second opinions than people who don’t care about second opinions?

Posted in Client Communications, Client Service, Commentary

50% of Americans do not get second opinions for important medical diagnoses. 30% of the time the second opinion causes changes in the diagnosis or treatment. Do the math. I don’t know the data on what percentage of in-house lawyers get second opinions about a strategy.  But I bet it’s pretty darn small.  I  have… Continue Reading

Law Firm Signal and Noise: The Art of Saying Nothing

Posted in Client Service, Commentary, General

I was reading this interesting Fast Company article about what the 2016 Presidential candidates talk about when speaking of income inequality.  This statement was interesting: Does all of this talk about inequality render the term meaningless? Especially at a time when wealthy donors have unprecedented sway on elections, the idea that government must work to… Continue Reading

Take 2: A lesson from the healthcare industry

Posted in Client Service, Commentary

There are certain mistakes made by doctors or other healthcare professionals that result in the need for further treatment. An example is sponge that is left behind during surgery, which generally necessitates further surgery.  Insurance companies and government payors have determined that mistakes like these are easily avoided and refuse to pay for the second… Continue Reading

What were they thinking?

Posted in Client Service, Commentary, General

I can’t even make stuff like this up. Lawyers and invoices are a toxic combination, but the AmLaw 200 firms that are responsible for these examples have people who are supposed to prevent the lawyers from revealing their invoicing stupidity.  Here a couple of my favorite illustrations from an article too good to pass up:… Continue Reading

Some thoughts on the Top 5 Bad Excuses for Resisting Legal Project Management

Posted in Client Service, General, Leadership and Management, Trends and Innovations

Pam Woldow and Doug Richardson penned a terrific post, Top 5 Bad Excuses for Resisting Legal Project Management.  I wanted to compliment them and share some thoughts on the 5 excuses. 1. My clients don’t want or need LPM.  I had to laugh when I read this.  Most lawyers who talk about what their clients… Continue Reading

An open invitation

Posted in Client Service, Commentary

  Sometime last summer, my friend Peter Carayannis of Conduit Law reached out and asked if Conduit could use our Value Adjustment Line on Conduit’s invoice. We were thrilled to say yes, much as our friends at Summit Law Group in Seattle had said yes when we made the same inquiry to them when we… Continue Reading