Client Relations

Image generated by Dall-E Remember the tin-can-and-string faux phones that you played with as a kid? Will real phones, or phone service become equally useless? Recognizing the growing trend away from phone calls,  the Washington Post recently reported on The New Phone Call Etiquette.  According to the article, callers should never leave a voicemail (since…

Though it seems counter-intuitive, these days, top client service depends more on digital engagement and self-service options than personal human interaction.  At least that’s one of the findings of the 2022 State of Service Report sponsored by Salesforce, reports ZDNet.  The report found that not only are companies increasingly engaging customers through digital channels, but…

Are you tired of clients calling on weekends? Or explaining to clients over and over again how long a case will take to resolve?  Or dealing with complaints about not returning an unscheduled phone call for two days? Law practice doesn’t have to be that way.  Sure, most lawyers will always deal with unavoidable emergencies…

Lawyers have reasonable discretion over what terms to include in a Retainer Agreement depending upon the type of case and applicable ethics rules.  That said, there are some hard don’ts – i.e., terms that you never want to include or exclude – if you want to avoid a bar complaint or non-payment.     Here’s a quick…

Do you remember your first? For me, it was an accomplished older gentleman who had worked for various contractors on marine-related projects and now hoped to start a non-profit organization to support educational activities on ocean thermal energy.  We met at a lunch that I hadn’t intended to attend – the venue was an hour…

I came across this great story about  Penzeys Spices, a family-owned, national spice retailer that has spent over $700,000 on Facebook ads supporting President Trump’s impeachment.  At a time when businesses face backlash even over a celebrity spokesperson’s views or donations to certain causes, company owner Bill Penzey’s bold statements have likewise cost him business…

A recent  study by  Deloitte  reveals what today’s consumers want – and sad to say, it’s not anything that remotely resembles what today’s law firms offer.   Take a look at this summary chart from the report – and let’s run through how law firms stack up: Value, Availability, Convenience and Ease  Consumers’ top three…

A recent study by the University of Michigan found that 41 percent of those offered access to patient portal did not use it. Non-users tended to be male, 65 or older, on Medicaid or have less than a college education.  The reasons for non-portal use varied depending upon the demographic.  Medicaid and Medicare beneficiaries expressed…