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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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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

For Law Departments’ consideration: Self Help is an investment in a solution

Posted in Client Service, Commentary, Selection of counsel

Ronald Reagan once famously said the nine most terrifying words in the English language are “I’m from the government and I’m here to help.”  His quote tapped into our natural fear of both the government and unsolicited offers to help.  When someone offers help, most believe the person is really offering to help themselves. This… Continue Reading

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