Key Trends in Client Service That Lawyers Need to Know
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…Read More
Help Clients and Stay Sane — With Questions
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…Read More
NINE HARD DON’TS FOR LAWYER RETAINER AGREEMENTS
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…Read More
We Always Remember the First
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…Read More
Should Law Firm Owners Speak Their Truth?
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…Read More
Is Your Law Firm Delivering What Today’s Clients Want?
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…Read More
Patients Don’t Use Doctor’s Health Portals – And What That Means for Lawyers
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…Read More
Leave Your Clients Better Off Than When You Found Them
Most clients come to us at the darkest hour of their lives. Some have reached the end of long marriages that they struggled unsuccessfully to keep intact, others have put up with degrading harassment on the job until they can take it no more while others face years in prison. Even those clients who retain …Read More