Navigating the Turbulent Waters in an Evolving Legal Marketplace
Because they like you. They like you because you provide great value. You provide great value because you care about your clients, about being efficient and reducing costs, helping them achieve their personal and business goals, and you give them freebies (i.e. free advice occasionally, CLE, and more).
The result: raving fans! Raving fans are…
In today’s competitive legal environment I think many lawyers are looking at a client and the legal matter they bring to the firm in the here and now. "How many hours can I bill on this matter and I’ll think about tomorrow… tomorrow." That is a very short-sided position to take. Conventional wisdom in marketing…
Have you ever had a client that was upset, but you had a hunch, that there was more to the issue than met the eye? It was like a little voice in your head that said "this doesn’t make sense", but you were busy and just did what they asked. I’d like to share this…
As 2011 winds down (this year seems to have particularly flown by), it is time to start setting goals for next year. Since approximately 80% of law firm work comes from existing clients (in the form of new work or referrals) or other referral sources, client satisfaction and retention (except for criminal defense, PI and…
No. 76 in Ric Willmot’s weekly wisdom series “Customer Experiences Drive Your Business” hit a core nerve with me. He starts by stating “(c)ustomer service shouldn’t be a poor man’s cousin to growing your business.” He is right, of course. It should be the center of any business’ thinking in terms of creating raving fans…
Now there is a brilliant title, right? Obviously, any client who sues for malpractice (or even files a grievance with the state bar), is probably not going to hire you again. Not to mention how many people they will bad mouth you to. Okay, so that is pretty darn obvious. But stay with me a…
Seeking client feedback is not only important for every law firm, but it needs to be done right. Following a recent post of mine on the topic, my friend Stacy West Clark raised some issues that got me to thinking about the Who, What, When, Why’s and How’s of getting client feedback:
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The budget process for 2011 marketing efforts should be well underway in your firm; and clearly finding out how loyal your clients are is vital to your firm’s economic future, not only for the coming year but beyond.
Joyce Smiley in a recent item on her web site refers to a classic Harvard Business Review…
Most law firms would say, if asked, that they provide excellent client service, or at least very good service. Unfortunately, this self-assessment is not based on fact in most cases. As my friend Stacy West Clark reports, when clients were asked how their law firms were doing "most gave their firms a ‘C’ grade."
Her…
Due to my office and family moving back to my beloved North Carolina, my posts over the next couple of weeks will feature five of my Top Ten Marketing Tips, especially for those who may not have been reading this blog back in 2005:
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