Client Service Gives Food for Thought
Have you ever dined at a 5-star restaurant? If you have, then you will know that customer service is an essential part of the experience. How you make the customer feel is as important as the preparation and taste of the food. From anticipating the customer’s needs, making sure everyone feels welcome and appreciated to...
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How Being Client Focused Can Make Your Firm One of the Best of the Best!
A firm without client focus is like stuffing money into a pocket full of holes” – David Tooman, Client Service Expert.  This quote perfectly illustrates just how important being client focused is to the success of most of America’s leading and most productive law firms. According to a recent study, the top three reasons clients...
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A Millennial Mindset for Your Firm
Your firm needs a millennial mindset. Beginning in 2000, the oldest of the millennial generation began graduating college and entering their minimum wage jobs with student loan debt. They started their careers just as the economy went south. So, they grabbed technology by the tail, molded it into new shapes and forever changing algorithms and...
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Client Service From The Inside Out
I was talking to a client the other day and we were discussing the implementation of yet another “client satisfaction survey”. This would not have been their first appeal to their clients for feedback regarding their level of service, but their third! And, yet one more opportunity for a set of potentially disappointing results ~...
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Where Does Your Clients’ Loyalty Start?
The answer to this may surprise you. Your first thought when asked this question would probably be with the result of their case. Did you get them a good settlement? Were they pleased with your representation? Did they have a good “experience”? All of these questions and their answers are factors, but the start of...
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Achieving Excellent Client Service – Will Your Clients Follow You?
In this day where solo practitioners are almost a thing of the past and firms are merging daily, the determining factor of whether you retain your clients has been and continues to be your client service. As the saying goes, “People don’t do business with businesses, they do business with people.” This shows the importance...
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Just for Today or for Tomorrow & Beyond? – Living a Legacy
Once again I am overcome with the thought that time is passing by like a blink of an eye!  With this in mind I started thinking about why we all do what we do and how we do it.  Take a moment and imagine a thousand years from now.  There is an archeologist at a...
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Wrapping It Up (And We’re Not Just Talking Presents!)
It is amazing to me that another entire year has come and gone and once again I feel like we just started!  At the same time, I reflect on all that has happened in the past year and I am totally overwhelmed. A Presidential election, the 2012 Summer Olympics, Superstorm Sandy…And those don’t even begin...
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Coffee Talk… Talk Amongst Yourselves
Remember the Saturday Night Live skit “Coffee Talk” where Mike Myers played “Linda Richman”, a stereotypical middle-aged Jewish woman?  She would tell her viewers that she was feeling “verklempt” and to “talk amongst themselves.” I sometimes find myself feeling the same way—overwhelmed with the great task of managing a business and needing to stop and...
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Get Your Firm Check-Up!
As we all attempt to survive the heat wave that has accompanied the dog days of summer, it is still vitally important to your law firm’s development that you take some time to review your progress and evaluate what your next steps might need to be. Human nature has us start the year with gusto...
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