In this economy, client satisfaction surveys are more important than ever. In covering this topic many times, I have emphasized the value of improving relationships with current clients and referrals sources. The value is obvious, more business in the form of new matters and additional referrals. There are two main reasons why you should currently… Continue Reading
Category Archives: Client Communications
Subscribe to Client Communications RSS FeedWhy Some Client Feedback Programs Don’t Work
Posted in Client Communications, Marketing TipsThe good news is that some firms are doing client feedback programs; the bad news is that they aren’t really getting the feedback they need. That is, the feedback questions are superficial, and don’t really offer the kinds of return that will actually benefit the firm in retaining the client over the long haul. An… Continue Reading
What Keeps Your Clients Up At Night?
Posted in Client Communications, Marketing TipsIf you don’t know, shame on you. The most important element in marketing and business development is assuring the most solid, close, concrete, rock-solid, meaningful, close up, personal, etc., etc. (you get the drift) client relationships possible. If that is NOT your main focus, double shame. Yesterday’s (today’s is below) “marketing meditation” from my good… Continue Reading
Don’t Fuss About The ACC’s Value Index: Get With The Program
Posted in Client Communications, Marketing TipsPaul Lippe of Legal OnRamp has an excellent piece in yesterday’s The AmLaw Daily which supports what I wrote about last week on the subject (I love it when really smart people confirm one of my viewpoints – notice I only said “one”). Paul points out that ratings will happen whether law firms like it or… Continue Reading
ACC Value Index: what’s all the fuss about?
Posted in Client Communications, Marketing TipsAs reported in today’s The AmLaw Daily some "Law Firms Cautious About ACC Ranking System." You may recall that the Association of Corporate Counsel announced their Value Index at last month’s annual meeting in Boston; and that it involves ranking outside law firms "based on evaluations from in-house lawyers." Apparently a number of firms aren’t… Continue Reading
How Does Your Firm Stack Up Against The ACC Value Index?
Posted in Client Communications, Marketing TipsThe Association of Corporate Counsel (ACC)’s Value Index was announced and shared with members at last month’s annual meeting in Boston. As reported in my earlier post, the criteria for measuring outside law firm’s performance is based on a grading system from 1 (poor) to 5 (excellent) relating to the following service areas: Understands Objectives/Expectations… Continue Reading
Should Lawyers Check Their Blackberries hourly?
Posted in Client Communications, Marketing TipsIn our fast-paced world, it seems like such availability is expected. Certainly, a partner at a BigLaw firm apparently thinks associates should, sorta. You can read about it on ABA Journal’s Law News Now and Above the Law. In a nutshell, a partner asked an associate to send a fax to a client before the latter left… Continue Reading
Is Your Firm In Trouble In this Economy? Six Reasons It Might Fail
Posted in Client Communications, Marketing Plans, Marketing TipsIn a down economy, more law firms are likely to fail for a number of reasons that might not cause their downfall in boom years. And the reasons can run from how the firm is managed to how it isn’t marketed. Judd Kessler has an article in the October issue of the Texas Bar Journal… Continue Reading
What Are Your Clients Concerns? Ask Them
Posted in Client Communications, Marketing TipsWe were taught in law school, especially as it relates to witnesses at trial or depositions, to not ask a question that we didn’t know the answer to. It’s a preparation thing – as in 90% preparation and 10% inspiration to take some liberty with an old adage. Unfortunately, some lawyers carry the concept over… Continue Reading
What’s Your Tagline and Have the Partners Bought Into It?
Posted in Client Communications, Marketing TipsA lot of law firms are into taglines. I’ve been involved with the practice when I was in-house. At times I like them, and other times I’m ambivalent. The important question, however, is: Do they help bring in business? I was talking with a large well-known firm last week that has had a slogan for… Continue Reading
Are Your Clients Satisfied With Your Services?
Posted in Client Communications, Marketing TipsDo you know the real answer or are you just guessing? Those of us who provide client feedback services, and have reported how favorable clients react to satisfaction surveys, have an obvious bias. But that makes it no less important to ask your clients how you are doing. I have written a number of times… Continue Reading
Avoid Malpractice by Improving Your Marketing Skills
Posted in Client Communications, Marketing TipsIt’s easy! Listen to and communicate with your clients. Not only will it cut down on malpractice claims according an ABA article on avoiding such claims. In this month’s issue of Law Practice Today the article highlights Mark Goulston, M.D., who states that lawyers can improve their communications with clients by doing one thing: “listening.”… Continue Reading
Return Phone Calls ASAP!
Posted in Client Communications, Marketing TipsSome years ago at a seminar, I heard a story (likely just anecdotal) about the lawyer whose client called, but because he was busy and “knew” what the client was calling about, he did not return the call. As the story goes, the client eventually called and retained another lawyer after reporting that she was… Continue Reading
In-House Counsel Want Their Law Firms To Seek Feedback
Posted in Client Communications, Marketing TipsMore and more it seems that in-house counsel are expecting their law firms to ask for their feedback. Even though “most general counsel and consultants say those law firms (seeking client feedback) are still in the minority and there isn’t nearly enough of this type of dialogue going on” according to an article on Law.com’s… Continue Reading
Help Corporate Counsel Manage Their Outside Legal Matters
Posted in Client Communications, Marketing TipsA new survey by The BTI Consulting Group, as reported in Law.com’s In-House Counsel, tells us that corporations are reducing the number of secondary law firms they use, not just to save costs, but to save administrative time in managing outside law firms. Survey data show the following breakdown of the reduction (and intended drop) in… Continue Reading
Treat Your Clients Like My Mechanic Would, and They Won’t Consider Hiring Another Law Firm
Posted in Client Communications, Marketing TipsMany years ago when I moved to Columbus, Ohio, I needed a brake job on my car. I went to the dealer, and also a small shop I heard about. The mechanic’s quote was actually higher than the dealer, but I decided to use him anyway since his reasoning was sound. However, when I went… Continue Reading
Get to Know Your Clients’ Businesses While Making Friends
Posted in Client Communications, Marketing TipsLaw firm clients often complain that their lawyers do not understand their business. It frustrates them to have to educate their outside lawyers about the issues they deal with, and which their attorneys need to understand, to represent them properly. And that is only part of the relationship a law firm should seek with their… Continue Reading
Are You Meeting Client Expectations? Do You Know What They Are?
Posted in Client Communications, Marketing TipsMeeting client expectations has been a recurring theme of mine, and one I have discussed a number of times in the past. (See Continue Reading below for links to several of them.) But, those posts dealt mostly with meeting client “service” expectations. What about the “outcome” or “results” side of a client engagement. Chuck Newton’s… Continue Reading
Holiday Cards Can Show Clients You Really Care
Posted in Client Communications, Marketing TipsIt’s not too late for holiday cards, but if you do send ‘em this year (and I think you should) remember to do it with feeling. That is, Sign The Damn Holiday Card, and include a brief, personal, handwritten note. Oh yeah, hand address the envelope also. I know I just lost a bunch of folks… Continue Reading
Marketing Needs to Continue After Landing a Client
Posted in Client Communications, Marketing TipsAs odd as it may seem, the chase and the capture of a new client ends marketing for some professionals. They get so caught up with gaining a new client that they forget that marketing does not end with obtaining a new matter, it is only the beginning. Since marketing is everything you do as… Continue Reading
Stay Close To Your Clients In These Times: Reinforced
Posted in Client Communications, Marketing TipsRecently, I did a post on how important it is to stay close to your clients in these troubling economic times. Well, it seems that the idea is supported by Hildebrandt’s “Special Client Advisory: Fall 2008.” The special advisory suggests nine steps for firms to consider in weathering the storm; and includes such things as concentrating on… Continue Reading
Don’t Be a Marketing Sinner
Posted in Client Communications, Marketing TipsIt is important, particularly in the current, dismal economic climate to communicate well, especially with clients. Our message needs to be clearly, concisely and competently conveyed (how about that alliteration, huh? - yeah, you’re probably right). Well, Garrett Saunders over at the New Marketing Rules blog apparently knows the devil. Because he informs us that he has “developed the… Continue Reading
Make Every Effort to Recession Proof Your Law Firm
Posted in Client Communications, Marketing TipsSome law firms will feel the pinch more than others during the current downturn. But all firms will feel it one way or another. Whether it is less work, losing clients because of mergers/acquisitions, or because of difficulty in collecting fees from financially stressed clients. When it comes to making payroll or paying your lawyers, what do… Continue Reading
More on What GCs Look For in Outside Law Firms
Posted in Client Communications, Marketing TipsA panel of general counsel at the September meeting of Legal Marketing Association’s Metro Philadelphia Chapter told the audience that they REALLY crave better communications and efficiency from outside counsel. As reported on Law.com’s Small Firm Business by reporter Zack Needles, the GCs: Don’t Like: “centralized attorney structure” (where client must go through a senior… Continue Reading