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
Category Archives: Client Service
Subscribe to Client Service RSS FeedAnother example of “just not getting it”
Posted in Client Service, CommentaryThe prior post contains a link to a story discussing one of Disney’s key philosophies–”It’s not my fault, but it is my problem.” When a park patron shares a problem with a Disney employee, it doesn’t matter that the employee had nothing to do with the problem or that it’s “outside their jurisdiction.” The employee… Continue Reading
Customer Service Insights from other industries
Posted in Client ServiceI 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 ServiceSadly, 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 ServiceI 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 ServiceAs 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, CommentaryWhen 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, CommentaryOne 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
Can you operate at the speed of an in-house lawyer?
Posted in Client Service, Commentary, UncategorizedMy friend Mark Herrmann of Aon writes for Above The Law, sharing his insights as an inside lawyer. I read his post religiously because I learn a lot. Today, Mark wrote Inside Straight:How I Learned To Stop Worrying And Love The Ignorance about the fact that in his new job, he doesn’t know as much… Continue Reading
Scoring client service–great idea from Matt Homann
Posted in Client Service, Commentary, People, Places and BlawgsI 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 AlternativesI 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, GeneralFrom 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
It’s a great time of the year for law firms!
Posted in Client Service, Commentary, Hourly Rates and AlternativesI’ve been away from my blog the past little while. I had a case that was to start trial on October 24th. We finally picked a jury on December 5th and a verdict on December 15. The complete win for our client made this marathon worth it, but the trial occupied my complete attention for… Continue Reading
A great customer service story
Posted in Client ServiceYou 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.
Leo Burnett’s Advice To Lawyers
Posted in Client Service, Marketing, Branding and Sales"Don’t tell me how good you make it. Tell me how good it makes me feel when I use it."
Early Case Assessment Form Available
Posted in Client ServiceThe 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 ServiceIf 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
Kodak: Worst Customer Service In History
Posted in Client Service, CommentaryAll I wanted to do was order a Kodak zi8 video camera. How hard can that be, right? I went to the Kodak website and ordered it. At the end, I didn’t get an order confirmation. I got a cryptic statement that my order was "under review." No information on how long it would be "under… Continue Reading
Adding value by deconstructing
Posted in Client Service, CommentaryI was talking about how Valorem works, saying that we do things where we add value and try to avoid things where we don’t. I was pressed for an example, and here is one that jumped to mind. We needed to analyze a mitigation issue under California law. The normal practice is to have your… Continue Reading
McCormick and Schmick’s: Example of Poor Service
Posted in Client Service, CommentaryMy partner loves to eat lunch at McCormick and Schmick’s on East Wacker in Chicago. At least she did. M and S is in our building, so it’s convenient. And the food is usually good. But the last half dozen times she has joined them for lunch, they have screwed up her order. Wrong salad. Wrong… Continue Reading
Bank Of America Still Doesn’t Get It
Posted in Client Service, CommentaryLast week inExample Of Really Bad Client Service, I told the story of my colleague’s really bad experience with Bank of America. Per my custom, I tweeted about my post. A number of people retweeted my tweet, and eventually one of them included @BofA_Help on the retweet. @BofA_Help is described as "official Bank of America… Continue Reading
Example of Really Bad Client Service
Posted in Client Service, CommentaryMy colleague got married on January 2nd and changed her name from Lisa Castle to Lisa Carter (huge monogram savings). Now as unique as Lisa is, you can imagine that there are a few Lisa Carters in the world. Some of them have chosen to bank at Bank of America. Unlike Lisa Carter of Valorem,… Continue Reading
Get off your phone. Thank you.
Posted in Client Service, CommentaryAlong the lines of my last post on lessons from a scoundrel, I urge you to visit Brains on Fire and read On the people right in front of you. Eric Dodd was visiting a coffee shop named the Ugly Mug in Ypsilanti, Michigan–I’ll let him pick up the story here: When I went up… Continue Reading
Client service lessons from a legendary scoundrel: email is not a good substitute for conversation
Posted in Client Service, Commentary"Don’t write anything you can phone. Don’t phone anything you can talk. Don’t talk anything you can whisper. Don’t whisper anything you can smile. Don’t smile anything you can nod. Don’t nod anything you can wink." Former Louisiana Governor and legendary scoundrel Earl Long. Normally, one does not turn to scoundrels for lessons in client… Continue Reading