Law Firm Client Service

Our second quarter of the year begins tomorrow, and for many of us, we’re facing a new normal that didn’t seem possible three months ago. One of my lawyers emailed me last night and said “what a year this past week has been.” I don’t think truer words have ever been spoken.

Lawyers are all in different places at the moment – some firms are exceptionally busy, but may have clients who aren’t able to pay them at the moment. Others are making the difficult decision to lay off staff or cut salaries. Some are shuffling resources to accommodate the influx of questions to practice areas like employment and insolvency and bankruptcy. Everyone is unsure what the future brings.
Continue Reading

This fall, ILN members will have the good fortune to participate in a webinar with Pamela Cone, founder and CEO of Amity Advisory. Pam is speaking on the global movement behind corporate social responsibility and sustainability for law firms, and why firms should care, and in advance of that, I’ll be sharing some guest posts with you that may aid in your own efforts. Here is the third and final post in our series.

***

How does your social impact program rate? Globally, firms are finding that prospects and clients, as well as employees and recruits expect them to take their corporate social responsibility (CSR) and sustainability programs to a new level. These stakeholders expect you to show that you have a holistic, strategic social impact plan with measurable results.
Continue Reading

This fall, ILN members will have the good fortune to participate in a webinar with Pamela Cone, founder and CEO of Amity Advisory. Pam is speaking on the global movement behind corporate social responsibility and sustainability for law firms, and why firms should care, and in advance of that, I’ll be sharing some guest posts with you that may aid in your own efforts. Here is the second in our series.

***

You might be surprised to learn what your clients expect from you. A growing number of companies have signed on to the United Nations Global Compact—more than 12,000 in 165 countries. They’re committed to the United Nations Sustainable Development Goals, and they expect vendors and suppliers to also commit toward a more just and sustainable world.  Yes, this includes law firms and other professional service providers.
Continue Reading

This fall, ILN members will have the good fortune to participate in a webinar with Pamela Cone, founder and CEO of Amity Advisory. Pam is speaking on the global movement behind corporate social responsibility and sustainability for law firms, and why firms should care, and in advance of that, I’ll be sharing some guest posts with you that may aid in your own efforts.

***

The Sustainable Development Goals are the blueprint to achieve a better and more sustainable future for all. They address the global challenges we face, including those related to poverty, inequality, climate, environmental degradation, prosperity, and peace and justice. The Goals interconnect and in order to leave no one behind, it ís important that we achieve each Goal and target by 2030.”  (www.un.org/sustainabledevelopment/sustainable-development-goals/)

The world is changing and so is the way we must do business.
Continue Reading

While being interviewed for a podcast yesterday morning, the host asked me what I saw as the primary trend for the future of law firms. Although my answer is simple, the work behind it is not – collaboration.

We’ve talked about Heidi Gardner’s book, Smart Collaboration, before (and I again highly recommend reading it). One of the things Gardner addresses in the book is the barriers to collaboration. I’m sure many of these will be familiar to you, and that she’s so adept at identifying them should give you comfort that she knows what she’s talking about when it comes to why collaboration is so essential and useful to law firms and lawyers. Let’s examine a few of these, and how you may overcome them within your own firms or law firm networks to achieve better collaborative results.
Continue Reading

These days, it seems that everyone is looking for a quick fix to everything. How do I get clients fast? How can I do business development without being directly involved myself? How can I skip ahead to the final steps?

Unfortunately, as with anything worthwhile, if it’s worth doing, it’s worth doing well.

If you want to have successful client relationships, and professional relationships in general, it’s necessary to start with the basics. The good news is that there are two easy fixes you can implement today that will improve your image, raise the caliber of your relationships, and aid in your business development efforts. I know that sounds too good to be true, and as if I’m some sort of snake oil salesman, but I promise, it’s true. 
Continue Reading

In our discussions over the last few years about the future of the law firm, the one thing that has become abundantly clear is that for lawyers and firms to be successful, they will have to learn to collaborate effectively and efficiently. In her book, Heidi Gardner calls this “Smart Collaboration.” I had the chance to see Gardner present at the CLOC conference in February, and recently finished her book, and I can’t recommend it enough – for anyone in professional services looking to be successful over the next ten years, this is a must-read.

Gardner looks at collaboration from a few distinct viewpoints, and makes the case for it in a variety of ways. The one that strikes me initially is her final chapter, in which she discusses collaboration from the point of view of the client. Clients are deeply committed to the idea of collaboration, but obviously, they want to make sure that they’re paying for good value. Not surprisingly, collaboration is good for both the firm and the client. I’m not going to go into the reasons why your firm should be investing in the idea of smart collaboration (think better success in the war for talent/clients; doing higher value work more efficiently and effectively; being a differentiator, etc.) but instead, I want to look at the reasons why collaboration adds value for your clients, and specifically, how members of a law firm network can use their membership to effectively communicate this value and enhance their collaborative skills. 
Continue Reading

Lawyers know better than most people that words matter – after all, who knows better than a contract lawyer that a nuanced clause can make or break a deal?

But who knows better than your marketing team that “marketing” is a four-letter word?

It shouldn’t be – and I’ll explain why in a moment.

But how many of you (raise your hands) think of marketing as something that some group in your office does once in a while?

How many of you think of marketing as brochures and advertisements?

How many of you think marketers are just people who ask you for money and then put pretty logos together or make sure you have enough business cards?

Okay, put your  hands down. I’ve got news for you – marketing is everything you do.
Continue Reading

Last week, we talked about channeling your inner Taylor Swift to connect with your clients – it seems silly, but no one understands her client base and instill rabid loyalty better than Taylor, and isn’t that all something we’d love to emulate with our own clients?

We may not have her reputation (see what I did there?), but that doesn’t mean we can’t practice some of her tactics in our own relationship development efforts with similar success. One of the things she’s got down pat is knowing when to engage directly. 
Continue Reading

Taylor Swift is my favorite client relationship genius.

That may seem a bit strange, but when you drill down into the brilliant marketing and business development machine that she is, you’ll agree that there are a few things that Taylor does that create rabid loyalty among her fans – and I mean rabid.

Before you start asking what Tay-tay and her music have to do with the law, first, ask yourself what it would feel like to have your clients feel the same way about you as Taylor’s fans feel about her? What if your clients trusted you so implicitly that they never took their business to anyone else? What if they called you first before making a business decision, because you’re their trusted adviser? What if your clients lined up every time you wrote or spoke, because they knew what you had to say was that valuable?
Continue Reading