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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How to Move from “Client Service” to “Client Experience”
Have you ever wondered how the “it” firms got that way?  How they took it to the next level?  Did you always just assume it was because they outspent their competitors on TV, internet marketing, social media and PPC advertising? I hate to tell you, their “secret” is far simpler than that. They got to...
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Mirror, Mirror, Part II, How to Really Take a Look and Make it Count!
When I wrote my last article, it talked about law firm development and was designed to be an introduction to taking the long hard look at yourself and your firm.  I was asking you to open your eyes and open your mind to the prospect that you might need to have some “fierce conversations” with...
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Marketing 101: Lessons Learned from a Lima Bean
Think back to your 2nd grade science class, when you planted your very first lima bean seed in that little plastic cup. You pushed it down into the soil, gave it a good watering, and found the perfect spot for it on the window ledge so it could absorb the sun’s light. You spent the...
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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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We Don’t Truly “Vacate,” But Why We Really Should
For some reason this article was the hardest to write, but also the one I felt needed to be written the most.  It applies to so many different areas of our marketing and our practices/management and our lives.  And most of all, it is the truth.  Sometimes the truth hurts.  But here goes!  WE DON’T...
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CRM | Law Firms Should Market to Current Clients
Guest blogger Jeanne Frazer just had an article published on the importance of Client Relationship Management and Marketing for law firms. The article offers a few great ideas for staying “top of mind” with clients. Click here to read the full article....
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Who Needs Consistency, Anyway?
I follow a lot of legal and political discussions around the U.S. It is fascinating to see how inconsistent laws can be from state to state or even city to state. There have been quite a few recent discussions related to changing workers’ compensation laws—specifically in North Carolina and Illinois. Many of the line items...
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Can’t Stop the Train
Do you ever feel like the world is spinning so fast you just can’t keep up? It seems that the pace of change has increased over the last 20-30 years, making many people uncomfortable. A good percentage of humans are change averse, and the pace of change has forced many to reinvent themselves and their...
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