Client Service

The Heart and Soul of Your Law Firm | What Vendor Relationships Reveal

Today a package of materials from a new client of mine arrived overnight, first AM delivery. The delivery surprised me and exceeded my expectation as our scheduled meeting is weeks away. There was nothing urgent about me receiving the materials, but it sure was nice to have them in hand so far in advance. Then [...]

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Can a Law Firm Truly Differentiate?

What are you doing to differentiate your law firm in a highly competitive market? Differentiation is the process of distinguishing products or services to make them attractive to a target audience. In short, differentiation helps “us” choose – pink or blue, regular or lite…. What happens when there’s not enough differentiation? What happens when everything [...]

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What Law Firms Can Learn About Delivering Happiness from Tony Hsieh | CEO Zappos

In these changing times, we all need fresh ideas and inspiration. Delivering Happiness delivers. Tony Hsieh’s recently released book, Delivering Happiness | A Path to Profits, Passion and Purpose, is destined to be a classic Gen X must read business book following in the footsteps of other great Boomer reads such as Jim Collins’ Good to [...]

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Amazon: The Disney of Delivery

Where does your law firm stack up? Are you creating experiences or are you delivering “business as usual?” I wish I had some really good excuse for not publishing to my blog in over a week; like I tripped, fell and broke both my hands. But I don’t. Fact is, I’m still in the belly [...]

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Is alternative billing enough to differentiate your law firm in this competitive business market?

Word is that in this economy law firm clients are willing to walk across the street just to get better value. Go figure. Value sells. Many law firms have begun competing on price—adopting alternative billing structures. I can’t help but wonder if law firms aren’t falling into the value box defined by their competitors instead [...]

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