If it wasn’t so darn important, I wouldn’t harp on the topic so much. As I mentioned in my last post, I got to wondering how many posts I have made on this blog over the past 10 years that touched on the subject. As said there, I went to my trusty search box above
Client Communications
Recap: Client Feedback is Vital to Success
By Tom Kane on
Posted in Client Communications, Marketing Tips
After seeing a couple of post in the last few days about client satisfaction, I got to wondering how many posts I have made on this blog over the past 10 years that touched on the subject. So I went to my trusty search box above and entered “client feedback.” Having preached over and over…
Develop the Clients and Practices You Enjoy!
By Tom Kane on
Lawyers should do the kind to work they enjoy and for the clients they like. Duh, you may say, thinking that that is a simplistic and obvious statement. Not so fast. That may be the ideal, but not often accomplished. According to David Maister in his famous book True Professionalism (pages 23-24) he found in…
Increase Value by Making Clients’ E-mail Lives Easier
By Tom Kane on
Posted in Client Communications, Marketing Tips
We hear a lot today about how law firms must add more value to their client services in light of the competitive nature of our industry. Value-added services might include recognizing the value of a client’s time in reading emails. It may be a simple thing and on first thought not significant in adding value.…
Share Bad News with the Client ASAP
By Tom Kane on
Posted in Client Communications, Marketing Tips
A post on Attorney at Work by Wendy Werner suggesting ways to share bad news within the office about a member of the firm or about the firm itself, got me thinking about how important it is to share bad news with a client at the earliest opportunity.
It should be self-evident that clients –…
What the Heck Does “Adding Value“ by Lawyers Really Mean?
By Tom Kane on
Posted in Client Communications, Marketing Tips
There’s a lot of talk these days about lawyers adding more value to their client representation. Particularly because of competition, client demands, and the state of the legal industry, adding value REALLY is important. Just providing a legal product is not enough. But it begs the question what adding value really means.
Client Letter to New Outside Counsel – Part II
By Tom Kane on
Last week I wrote about the fictitious client letter sent to the recently retained outside law firm, wherein the general counsel sets forth his expectations. As noted in that post, the “letter” was brought to us by Bob Denney in one of his Legal Communiqués. ’s Legal Communique, wherein the law firm is admonished/warned…
Client Letter to New Outside Counsel – Part I
By Tom Kane on
Ran across a fictitious letter written by a fictitious general counsel to a fictitious law firm he just retained. The letter sets forth his expectations for the new firm; and was crafted by Bob Denney of Robert Denney Associates as one of his famous Legal Communiqués. Although it is nearly a year old, it…
Visit Clients, Period!
By Tom Kane on
Posted in Client Communications, Marketing Tips
Whenever I get writers block, I like to look at my old standby source of inspiration, 365 Marketing Meditations: Daily Lessons For Marketing & Communications Professionals authored by my friend Larry Smith and Richard Levick at Levick Strategic Communications.
As I have preached, preached, and yes preached some more over the past 10…
How to Seek Client Feedback
By Tom Kane on
Posted in Client Communications
Well, 2015 is almost here. Time to plan your business development strategies for the coming year. One simple one (albeit a feared one by some lawyers), involves seeking feedback from clients to ensure (or improve) the quality of legal services provided. No one needs to be reminded of how tough and competitive the legal marketplace…