Posts Categorized: Clients

The perils of client interviews

Posted by & filed under Clients, Innovation, Marketing.

Via Larry Bodine comes this Legal Intelligencer article about law firm Ballard Spahr Andrews & Ingersoll, which has hired a 30-year veteran journalist to be a full-time client interviewer, asking clients about their needs, perspectives and complaints about the firm’s services. It’s a good, innovative idea, not least because it involves a tactic that too… Read more »

Client-based lawyer ratings

Posted by & filed under Clients, Collaboration, Marketing.

I haven’t written before now about Avvo, the online lawyer rating system that generated so much controversy when it was first launched last year. Most of what you need to know about the site can be found in this collection of articles at Legal Blog Watch, but in a nutshell: Avvo provides a numerical rating… Read more »

No matter what, manage expectations

Posted by & filed under Clients.

Nothing is more critical to the success of your relationship with clients than managing expectations,  because expectations are enormously important to how people feel and behave. Among other things, as three recent articles explain, they relate closely to: Price: Robert Ambrogi at Legal Blog Watch reports on a study that shows people enjoy wine more… Read more »

Seeing justice through clients’ eyes

Posted by & filed under Clients, Purpose.

At the moment, I’m working on a paper about professionalism in the law, tying it closely to lawyers’ mandate to serve the best interests of others, including clients and the public. I thought you might be interested in this brief excerpt; I’d certainly be interested in your thoughts about it in return: There is a… Read more »

Ten years from now

Posted by & filed under Clients.

Eversheds, one of a small handful of really innovative large law firms out there (most of them in London), has released a report predicting the future of the legal profession in 2018. (Hat tip to Legal Blog Watch.) The linked press release provides the highlight: more commoditization of legal work, more fee pressures from clients,… Read more »

Marketing is about the client

Posted by & filed under Clients, Marketing.

Late last year, in my column at Slaw, I posited the idea of lawyers adopting a client partnership model based on Amazon.com’s customer relationship approach. One of my suggestions was to track a client’s use of the electronic newsletters that law firms send out and use the data to tailor their services to that client… Read more »

If I had two billion dollars

Posted by & filed under Big Firms, Clients, Purpose.

There is persuasive authority for the proposition that if I had a million dollars, I’d buy your love. So what would I be able to buy with two billion dollars? Apparently, a whole lot of wide-eyed attention and breathless commentary from various legal media outlets. That’s pretty

The trust factor in online networks

Posted by & filed under Clients, Collaboration, Technology.

Three separate items about social networking for lawyers hit my feed reader today, each of which deserves a read. At SLAW, Steve Matthews of Stem Legal says Facebook is not a viable marketing tool for lawyers, in part because its closed-door nature prevents a lawyer’s marketing efforts from reaching a wider audience. In the ABA’s… Read more »

The real risk of offshoring

Posted by & filed under Clients, Outsourcing.

This article from The Recorder about in-house counsel who send legal work offshore includes a line that goes straight on to my list of favourite quotes. Scott Rickman, associate general counsel at Del Monte Foods, has this to say regarding law firms’ standard warnings about offshoring: “In these articles, there’s always a quote from a… Read more »

Something’s actually happening

Posted by & filed under Big Firms, Billing, Clients, Competition, Innovation, Leadership, Management.

There’s a lot of buzz building about an article in today’s New York Times with the rather odd title “Who’s Cuddly Now? Law Firms.” It summarizes a recent rash of new business models in American law firms, from flextime for lawyers to flat-fee bills for clients to alternative billable-hour schemes and more. It’s the second… Read more »

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