Recently, I mentioned the latest book by The BTI Consulting Group entitled The Mad Clientist’s ABCs of Client Service in a post about how it is okay to be “inactive” on summer vacation. After taking a look at BTI’s blog post about the book and the other letters of the alphabet (with their pithy suggestions
client service
People Skills are as Important as Legal Skills
By Tom Kane on
Put another way, how a lawyer services his/her client can be the most important factor in terms of ongoing client relationships. Most clients place a very high value on quality legal services. I am not referring here to the outcome of a legal matter, although that certainly is important. But considering how many talented lawyers…
Is the Lack of Cross-Selling Your Fault?
By Tom Kane on
Posted in Marketing Tips
Are you to blame for the failure of your partners to cross-sell you to their client contacts? Not necessarily, but you could be part of the problem. Clients select lawyers they know, like and trust. Referral sources, including your partners, send you clients for the same reason. Since they know, like and trust you, they…
Client Communications are Still Critical to Marketing
By Tom Kane on
Posted in Client Communications, Marketing Tips
There are many ways lawyers communicate with clients. Whether subtly or otherwise, they do so through their actions, as well as inactions. And either way, these “communications” (or lack thereof), all have a direct impact on the firm’s marketing success.
Brian Callan, a practice management advisor with AbacusLaw, sent an email article, with…
Of Course, Client Service is Marketing!
By Tom Kane on
Posted in Client Communications, Marketing Tips
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…
Legal Business Development: How Is Your Firm Positioned In Your Marketplace?
By Paula Black on
Posted in Branding and Positioning
I talk a lot about branding… today let’s explore POSITIONING! How do you want to position you and your firm in your marketplace? On Tuesday I asked… Who are you? Today I ask… What is your firm known for? The answer to that question will boil down to your POSITIONING! My friend Cordell Parvin published a…
Legal Business Development: Maximize Your Referrals
By Paula Black on
Posted in Developing A Strategic Plan
If you haven’t figured it out by now… my focus the past few posts is, planning for 2012. Yes, I want you to focus… focus… focus! And I’m not about to let up anytime soon! Why? Because I believe PLANNING is critical to business development success. (Actually, any success… no matter what the endeavor.)
Today…
Legal Marketing: Do You Have Raving Fans
By Paula Black on
Posted in Building Relationships, Business Development
Today I was talking to my friend and colleague Aviva Cuyler at JD Supra, we are collaborating on several projects. Why? Because I think they are outstanding at what they do. I think my clients can achieve great business development results by using them AND they are a pleasure to work with. If I sound…
Ideas And Advice: Be Your Own Law Firm CVO!
By Paula Black on
Posted in Inspired Thought
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…
Ideas and Advice: What Does Value Mean To Your Law Firm?
By Paula Black on
Posted in Inspired Thought
These days we hear a lot about the idea of “value” but what exactly does it mean? Truthfully, it most likely means something different to every firm. That’s why I thought it was an interesting concept when I read that the firm of Drinker Biddle & Reath had split their client relations department and appointed…