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What Is Your “Experience”? – Creating a WOW Client Experience
Have You Thought About Your Firm’s “Experience” Lately? Recently I found myself in a very unusual situation.  I found myself as the patient and potentially the client in a medical malpractice law suit.  So, in order to make a very long story short, suffice it to say, my perspective and my life have been VERY...
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Client Shaking Hand | Lawyers Marketing Associates
5 Ways to Give Rock Star Client Service
Even client service has gone high-tech. Thanks to digital tools like Facebook, LinkedIn, Twitter and Instagram, it’s easier than ever for firms to provide support or address client complaints and contact. In fact, many clients now believe they’re more likely to get timely responses through public platforms rather than the old-fashioned method of airing contacting...
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Stop, Look & Listen….
Perspective. It seems to be something we all lose sight of and that changes not only from year to year, but often from moment to moment. Very much like opinions, we all have one and they are all often very different. Recently, I was given the gift of time to travel to Nicaragua on a...
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What Your Clients Really Want
Here’s a question for you to consider: You may be what your clients need, but are you what your clients want? Sometimes we become so focused on the work that we’re doing and our own perceived value, that we forget to put ourselves in our client’s shoes and think about what they value. And when...
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Culture Shock–Do You Have an Office or an “Experience”?
As I was thinking about the Thanksgiving holiday as well as the upcoming holiday season (whichever holiday you celebrate) and what they really mean, I was reminded of what really “makes” those times so special. It is the taste of your mother’s holiday recipes– the turkey, the stuffing, the sweet potatoes with cinnamon and the...
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Are You Too Close?
We talk about building relationships with clients—getting closer to them and letting them know us a bit better. But when you manage a business, can you be too close to those who work for you? We’ve worked with many law firm owners and managers who believe they know their business well, including the folks who...
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Are You Listening?
I was speaking with a client not too long ago and he mentioned that even though his marketing was driving leads to the firm, a large percentage of the cases were either shopping or were rejected during the intake process. Because this had been going on for some time, I suggested he might want to...
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