If hospitals can learn, maybe there’s hope for lawyers.
Lessons for Lawyers: Communicate, communicate, communicate
There is nothing so important as ensuring through every available means that you and your client are on the same page, that what you do is what is expected. Doesn’t this say it all?
Cartoons courtesy of Brand Autopsy (which is worth looking at just to see the brand).
Firing Law Firms
Corporate Counsel magazine (January 2006 issue) did a survey of General Counsel at Fortune 250 Companies. The survey found (15% response rate) that 34% of the surveyed GCs fired a firm in 2005 for poor performance, 3% for poor technological capabilities, 3% for lack of diversity, 9% for a combination of those factors and 31%
The Geography of Great Client Service
Eschewing the time-honored maxim of “location, location, location,” The Wired GC continues his analysis of the importance (or lack thereof) of office location in a world where most client interaction occurs in the client’s office, or at least somewhere other than the lawyer’s office. The post, bearing the sublime title “What Face Means For
Driving Change: Chicken or Egg, Client or Law Firm?
The Greatest American Lawyer contains a very thoughtful post on the issue of whether law firms will ever lead change in the manner services are provided to clients. The GAL posits that “[i]t has been suggested that until clients demand that law firms deliver lower cost and higher quality services, law firms will not be
A Substantive “Must” For Great Client Service
I saw this post on PDF for Lawyers, a site edited by Ernie Svenson (Ernie the Attorney) and Dave Fishel, just on top of participating in an ALM program on the same topic. The referenced article from the Federal Courts Law Review is an excellent overview on electronic evidence issues. There are,
Building A Client Service Culture
I am certain that there is no single formula for success, but a recent post by Tom Peters sums up the key ingredients as well as anyone. The post is linked here, but I’ve taken the liberty of quoting it for convenience:
Chip Bell to Tom Peters (12.20.2005): “If you were asked to be
Importance of “Face Time” With Clients
Great post by The Wired GC on the importance of face time with your clients. He sums up an article from the New York Times about the role of telecommuting during the recent transit strike. The article took the approach of talking about the importance of face-to-face meetings, which prompted The Wired GC to make
“Bombard” Clients With Communications? Not Necessarily.
Dan Hull has an interesting addition to his rules of good client service. The post is entitled “Over-Communicate”: Bombard, Copy and Confirm.” The gist of Dan’s message is not at as far-reaching as the statement of the rule. Noting that the rule has “obvious exceptions,” Dan articulates what I think is the core of the
Merry Christmas To All
My 4 kids are counting the minutes until Santa’s arrival. Their bedtime announces the beginning of my “assembly period.” It is a fun time, producing many special memories. I hope all of you experience similar special moments this holiday season. Merry Christmas from all the Lambs.