Relationship management touches every aspect of the business—from how you answer the phone to how you bill your clients. Create a client service policy for your firm and make sure every person on staff understands their role in relationship management. Effective client service teams analyze their existing client relationships across every functional unit of the…
Law Firm Transitions Blog
It is a buyer’s market out there. Over the last two years, more than 5,700 lawyers have lost their jobs. The demand for many types of legal services is down. Competition for high-demand legal services has never been greater. Being a good lawyer is no longer good enough. How you demonstrate value is equally important.…
Everything I know about business development I learned from my dog Star When we adopted Star from the Lab Rescue Foundation, we were required to have her trained. We took this job seriously. First, we hired a private trainer. Then we took her to group training. My husband and I even created a “30-day action…
Oscar Wilde once said, “You know more than you think you know, just as you know less than you want to know.” When it comes to law firm marketing, the same can be said about your clients. In some ways you do know more than you think you know, although you may not have harnessed…
My first job was at TJ’s Big Boy Restaurant in Rochester, New York. It was here, at the age of 16, that I received my first formal training in client feedback. As a hostess, when customers came up to pay their bill, it was my responsibility to collect and track feedback by asking, “How was…
Everything I know about business I learned from my dog Star A “Friday lite” look at law firm marketing and business development The weather has been getting warmer, so Star has taken to sleeping by herself on the bed in the guest room. But every morning around 5 a.m. she jumps on our bed, crawls…
I have long believed that being value-driven and profitable are not mutually exclusive. To achieve this vision, law firms must look beyond financial measures alone when defining their business strategy. This isn’t to say that the financial metrics are not important. Indeed, they are critical to understanding the business and ensuring profitability. The client-centric approach merely…
If it is true, as I believe, that value-driven legal services and profitability are not mutually exclusive, then law firm client teams offer a first step toward achieving both. Client teams come in many shapes and sizes. When I use the term Client Team, I am referring to an organized, disciplined approach to strengthen and…
When conducting business development, the first rule of thumb is to find a way to make a connection. That connection can be anything… even a dog like Star. A few months ago I attended a fundraiser to support the San Diego County Law Library Justice Foundation. I was assisting the Law Library Board of Directors…
Until I went to work for an electronic discovery company a few years ago, I never understood the concept of disruptive technology in the legal profession. It never occurred to me that lawyers would perceive as a negative something that has the potential to improve the way they do business. Coming from a background in…
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