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Do You Know Why A Client Handed Your Firm a Pink Slip?

If your firm has ever lost a client (yeah, I know), I hope you know why. Not think you know, BUT really know the reason(s).  My guess is that it was due to poor client relations and/or failure to...

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Client Service: Why It Is More Critical Today!

In the good olde days, “legal services” was consider one word.  And it meant the legal product(s) produced by lawyers; that is, the complaint, contract, employment agreement, closing documents, etc....

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Marketing Includes Handling an Angry Client

As the saying goes you can’t win ‘em all. Some cases or transactions are not going to end well. Don’t beat yourself up over it. That doesn’t mean that you shouldn’t be concerned over a disappointed, or...

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Seeking Client Feedback: More Critical Than Ever

It’s been awhile since I harped on how important client satisfaction with their legal service provider is. Since starting this blog in January 2005, I have preached many, many times on how important...

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Why Clients Fire Lawyers, and The Telltale Signals

Often clients don’t actually fire law firms, they just walk away. Sometimes lawyers don’t even know it. The client simply gives work to another firm I ran across a post that spells out numerous reasons...

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Who Gives a Darn If Clients Are Satisfied?

Apparently not too many firms according to an online “Leadership Matters” survey (a collaboration of TheRemsenGroup and Sterling Strategies) reported on the Managing Partner Forum this week. The survey...

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Do Your Clients “Love” You?

If I had a penny for every time lawyers have said “my clients love me,” I’d be….well you know. The problem is that often lawyers do not understand. They assume, based on their continuing to receive...

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Recap: Client Feedback is Vital to Success

After seeing a couple of post in the last few days about client satisfaction, I got to wondering how many posts I have made on this blog over the past 10 years that touched on the subject. So I went to...

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Recap II: Client Feedback is Vital to Success

If it wasn’t so darn important, I wouldn’t harp on the topic so much.  As I mentioned in my last post, I got to wondering how many posts I have made on this blog over the past 10 years that touched on...

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Law Firms: Are You Listening to Clients? It’s More Critical Than Ever

For over 10 years here I’ve been pleading with firms to talk with their clients about how they’re doing. Whether the process was seeking realistic client feedback, or simply conducting a general client...

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