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In Search of Perfect Client Service Why lawyers don't seem to get it

Monthly Archives: June 2017

The gap between claimed client service and the truth.

Posted in Client Service

Seth Godin just posted Four Ways to Improve Customer Service.  As always, Seth’s insights are insightful and thought-provoking.  The four ways are: Delegate it to your customers. Let them give feedback, good and bad, early and often. Delegate it to your managers. Build in close monitoring, training and feedback. Have them walk the floor, co-creating… Continue Reading

Is your firm filled with open-minded people?

Posted in Client Service, Commentary, Leadership and Management

Pedantic is defined as “narrowly, stodgily, and often ostentatiously learned a pedantic insistence that we follow the rules exactly” and “unimaginative, dull.” You’ll see in a minute why I began with this definition. I read an interesting article in today’s Chicago Tribune on the signs of greatness in companies.  One of the key signs is… Continue Reading

Vanilla. Tastes good, but it’s a bad way to market.

Posted in Client Service, Commentary, General, Uncategorized

If you spend any time reading law firm websites, you soon come to one conclusion: all of them were written by the same person.  We know this because all law firms say the same things–best schools, best lawyers, client-focused, great client serviced, alternative fees, focused, collaborative, efficient, blah, blah, blah.  Some websites use more words… Continue Reading

The quality of your questions determines the quality of the answers.

Posted in Client Service, Client Surveys and Audits, Commentary

Back in January, I copied a portion of an article that provided a list of questions lawyers should ask themselves. It was an interesting list of questions, but I was struck by how the wording of the questions could cause lawyers to avoid taking a sufficiently critical look at themselves.  I have been unable to… Continue Reading

Have You Done Something Innovative In Law?

Posted in General, Trends and Innovations

You have? Fantastic. Let us know about it and you may be recognized with an InnovAction Award. Details for Entry The preferred formats for entries are Word and PDF via email to dcurtis@colpm.org. Prior approval is required for other formats. Please contact the College Administrator at dcurtis@colpm.org or 224.337.9033 to discuss alternatives and to receive… Continue Reading