client relations

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Okay all you rocket scientists out there, you know that “good” is better than “bad.” So, why do some law firms still surprise their clients in bad ways.  By that I mean, fail to meet deadlines, fail to attend to and keep clients informed about their matters (the basis of 80% of grievances filed against…

It should come as no surprise that clients don’t like surprises. Who does?  Well, most of us wouldn’t mind being surprised with a nice Hanukkah or Christmas present about now. But, you get the point.

I have written a number of posts (three listed below) over the past eight years regarding the dangers (and benefits…

A recently released survey by LexisNexis® reported on an increased level of RFP activity by law firms of various sizes. (See Summary here).  The results surprised me somewhat for a couple of reasons.

Some results:

  • Close to half the 359 survey participants (41%) couldn’t tell how many RFPs they dealt with on a monthly

…

In a similar vein to the old real estate adage, in legal marketing it’s all about contact, contact, contact.  Two important factors need to come into play in building any relationship are how often you are in contact (with clients, referral sources and prospects) and what value those communications add to the relationship.

That’s pretty…

Have you ever had a bad experience that totally turned you off to ever returning to a store, restaurant, auto mechanic, or whatever.  I have to admit that that has happened to me.  But, have you ever been turned off to a WHOLE city because of an unpleasant incident at its airport?

Patrick Lamb tells…

Even if you can’t hire a Chief Value Officer, appoint yourself to the position and start thinking seriously about providing value to clients.

This week we asked: Do you need a Chief Value Officer?

1) Yes, I bet it would be helpful – 29%

2) No, we provide great value already – 28%

3) Possibly…

I have often preached at seminars and law firm retreats, that the key to successful legal marketing is to go out and befriend people. My formula goes something like this:

 

Make contacts, contacts, contacts

(to borrow a concept from my realtor friends),

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Communicate constantly

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Build upon relationships

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Turn into friendships…