February 2007

I am back on line.

I wanted to take a moment to thank everyone who sent me emails or posted comments to my prior post about my Dad’s passing.  Those notes and comments were an incredible source of support to me and to my Mom and sister, with whom I shared them.  I have chosen

I begin by asking you to forgive me this entry.  It has nothing to do with client service or the management of law firms.  But it has everything to do with who I am as a person.  And it is a measure of how important this blog is to me that I turn to it

Seminars.  Blogs.  Creative people.  Great ideas.  Detailed plans.  If marketing was easy, everyone would be good at it.  But the disturbing sameness of law firm marketing and its disturbing ineffectiveness lead to all sorts of questions.  In the world of business, there are memorable marketing campaigns to play an instrumental role in the success of

Monica Bay said to see the movie, so I did. Actually, I have wanted to but just haven’t gotten to it.  I watched it last night.  This is a "must see" movie.  In is impossible to watch the movie and not believe that we are killing ourselves.  A true call to arms.  The science,

On more than a few occasions, a firm’s website is one of its first communications to a new client.  The client wants to check a firm out before picking up the phone to make a call.  So I’ve reviewed a lot of websites to see what the firm says about itself.  I’ve concluded that the

Thought leaders like Tom Peters and Kevin Roberts have written about the transformation of service into experience.  That is, simply providing great service is not enough to develop the intense loyalty one wants from clients.  Instead, the client’s entire experience must be so intensely satisfying and special that the client wants to repeat it.  Those

Everybody knows the Miranda warnings.  You have the right to remain silent.  You have the right to an attorney.  And so forth.  I was involved in a conversation recently that made me wonder whether we in the legal profession ought not have a similar set of rights for our clients that all lawyers could recite

"People are, frankly, disgusted by it."  So says Susan Hackett, senior vice president of the Association of Corporate Counsel.  She was, of course, referring to the most recent increases in the salaries of first year associates.  Major New York firms have raised the salaries of first year associates to $160,000, and firms in Washington, Los