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Category Archives: Client Communications

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Client Communications: What Has The World Come To?

Posted in Client Communications, Marketing Tips

A reporter called the other day to ask about whether client communications have changed, and what I thought about how lawyers should communicate with clients in this new age. She mentioned that in talking with some digitally savvy “younger” lawyers, they preferred communicating by email and texting. In fact, one thirty something told her that… Continue Reading

Client Interviews: Think Defensively

Posted in Client Communications, Marketing Tips

I have advocated for years the need for client satisfaction interviews as a means of keeping competitors from pirating your clients. Not only do these surveys, especially in-person ones, help to solidify the client relationship, but they let a firm know about any client dissatisfaction before the client departs for another firm. But, there is… Continue Reading

What Do General Counsel Want?

Posted in Client Communications, Marketing Tips

A panel of in-house counsel at a recent meeting of the Rocky Mountain Chapter of the Legal Marketing Association discussed the Who, What, When, Where, Why and How’s of hiring outside counsel. Their discussion was summarized by Janet Ellen Raasch in an article that appears on JDSupra. What struck me was how we have heard… Continue Reading

Do You Fail To Communicate Well?

Posted in Client Communications, Marketing Tips

One of my absolute favorite movies of all time is Cool Hand Luke starring Paul Newman and George Kennedy. A favorite line from that classic was spoken by the captain of the prison camp (played by Strother Martin) after Newman’s (Luke’s) umpteenth failed attempt at escape and subsequent punishment. His said “what we have here… Continue Reading

What Keeps Your Clients Up At Night?

Posted in Client Communications, Marketing Tips

If 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

ACC Value Index: what’s all the fuss about?

Posted in Client Communications, Marketing Tips

As 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 Tips

The 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

Avoid Malpractice by Improving Your Marketing Skills

Posted in Client Communications, Marketing Tips

It’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 Tips

Some 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