Taking Care of Clients

Beware of the “Client Responsiveness” Illusion

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Far too many attorneys have convinced themselves that they must tolerate their disjointed, interruption-laden approach to managing their time in the name of “good client service” (aka, “responsiveness”).

But like an optical illusion, what seems to be true about responsiveness often isn’t.  Indeed,  in our work coaching lawyers on time management, we repeatedly find that they can learn how to gain greater control over client interruptions without sacrificing in any way the quality of the relationships upon which they depend.

Let’s unpack the assumptions that fuel the responsiveness illusion.  Here’s the thought:  If I don’t respond immediately, the client will:

• Be …

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Filed Under: All SuccessTips, Taking Care of Clients, Time Management

Here’s What Your Potential Clients Are Thinking About You

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Every couple of years, I recommend one of my all-time-favorite lawyer marketing articles: it’s called How Clients Choose, by David Maister, and you can – no, you should – read it here.

Though 20 years old, it remains the gold standard summary of what prospective clients experience while they’re sitting across the table, thinking about hiring you.

After a quick intro, Maister adopts the first person voice of every person with whom you’ve ever sat in the hopes of landing business.

Here are some highlights of what his amalgamated EveryProspect says:

  • I’m taking a personal risk –

    • …

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Filed Under: All SuccessTips, Lawyer Marketing, Taking Care of Clients

4 Steps to Get Paid Faster

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Making collection calls to clients is never fun – and it doesn’t feel good for us or for them.  Yet effective billing and collections is a cornerstone of effective law practice management.

Here are 4 Steps you can take to improve the cash flow in your law practice and improve profitability – and increase client satisfaction at the same time:

1.   Be Direct about legal fees and expenses.

Do not shy away from the money conversation.   I use the word “conversation” on purpose because there needs to be two way communication about financial arrangements.  If you only rely on the …

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Filed Under: All SuccessTips, Improving Financial Results, Taking Care of Clients Tagged With: , , ,

The Daily Client Service Winner Most Lawyers Ignore

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When we start working with them, only about 15% of our clients require their personnel to introduce themselves by name when answering the phone. This is true for both small and large law firms (where assistants and paralegals typically pick up after being transferred by the receptionist).

This means that roughly 85% of attorneys are squandering one of the simplest – yet most potent – client development techniques known to man. And there’s no excuse for it.

Depending on the size of your office, your staffing configuration, and your call routing protocols, a version of one of these four intros …

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Filed Under: All SuccessTips, Taking Care of Clients

How to Welcome New Clients into Your Practice

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Many problems with clients – perhaps even most – can be traced back to an all-too-frequent practice management oversight: they were never properly welcomed into your practice.  Conversely, attorneys who provide new clients with a well-thought out welcome packet spend less time answering unnecessary questions, have fewer headaches, and more satisfied clients.  And they’re more profitable as a result.

At a minimum, new clients should receive a basic packet (or at least a welcome letter) in which you address common questions such as typical steps and time frames, who to contact on your staff, your communications policies, etc. Packets can …

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Filed Under: All SuccessTips, Taking Care of Clients

30 Suggestions to Improve Your Legal Writing

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There’s an excellent list of resources on Plain Language and the Law at PLAIN (Plain Language Association International).

One of the best articles is LEGAL WRITING 201: 30 SUGGESTIONS TO IMPROVE READABILITY (OR, HOW TO WRITE FOR JUDGES, NOT LIKE JUDGES)

Read it here: http://www.plainlanguagenetwork.org/Legal/legalwriting.pdf

Setting aside the debate as to whether the use of “plain” or “simpler” language can advance/protect your client’s position as effectively as dense legalese, these 30 suggestions will absolutely improve your writing — which will improve your relationships with your clients and the courts in front of whom you practice.

Here’s the full list of articles from PLAIN:  …

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Filed Under: All SuccessTips, Leadership Development, Taking Care of Clients