By Dr. William A. Schiemann bio These days, the Millennial Generation is hyped, perhaps even more than Baby Boomers were hyped in the 1950s and 1960s. As I meet with executives around the globe, there is widespread confusion and misunderstanding about generational differences. This is creating stereotypes that are inappropriate, rarely true, and costing … [Read more...] about 5 ways to end generational stereotyping in your organization
Client relations
Is one lawyer putting your firm at risk of a social media firefight?
By Lynne Curry, Ph.D, SPHR bio Consider this scenario: One of your firm's most successful attorneys is also one of the most abrasive individuals you've met. He doubles down whenever he gets into any kind of skirmish, no matter who it's with—a client, an employee, or even someone on the street. You've tried for years to get this "Darth Vader" to change. No such luck. … [Read more...] about Is one lawyer putting your firm at risk of a social media firefight?
Ask this one question to keep the clients coming
A client survey can take whatever form and be as detailed as the firm wants. But there is just one question to worry about: Will you refer us? The answer had better be a yes. Here are two very different ways to approach it. The first is simple and direct and is outlined by Linda Bishop of Thought Transformation, an Atlanta sales consulting firm. Bishop is also author … [Read more...] about Ask this one question to keep the clients coming
Making the case for case management software
By Elizabeth M. Miller, MBA bio Time management and organization are two of the key components to efficiency and thus, profitability. The value of organized systems in place to gather and store key data pertaining to client files and other important information cannot be overlooked. The answer to the dilemma of storing all data relating to every client file is the … [Read more...] about Making the case for case management software
Biases and the use of flexible work arrangements in law firms
While the availability of flexible work arrangements has increased in law firms, new research released by The Diversity & Flexibility Alliance suggests that not all lawyers and staff are using the policies. The third annual Law Firm Flexibility Benchmarking Survey, recently released, examines the availability and usage of flexible work policies in large U.S. law firms. … [Read more...] about Biases and the use of flexible work arrangements in law firms
Accountability and your legal staff: The effects on your law practice
By Elizabeth M. Miller, MBA bio I am a great proponent of accountability for everyone in a law firm including myself and the attorneys. It is the method by which a law firm can measure that clients are receiving the best possible service from your firm. An accountable law firm starts with leaders who first hold themselves accountable. After all, we do have to lead by … [Read more...] about Accountability and your legal staff: The effects on your law practice
What do clients really want?
By Brenda A. Barnes bio When you ask clients what they want from law firms, you quickly receive a long list. Expertise Support Practical advice Good relationship Track record Client focus Trust Business outcomes Honesty Quality brand … [Read more...] about What do clients really want?
Are your staff’s poor phone skills destroying your marketing efforts?
By Elizabeth M. Miller, MBA bio Every law firm invests firm profits on client development and marketing, no matter how large or small the firm or the budget might be. The goal of investing those revenues in marketing is to make your law firm phone to ring—with a potential client holding a retainer check on the other end of the line. This phone call in turn generates … [Read more...] about Are your staff’s poor phone skills destroying your marketing efforts?
Want to impress your clients? Go “old school”
By Elizabeth M. Miller bio Over the years the legal profession has, out of necessity, kept up with technology. Email, cell phones, every kind of software imaginable, paperless files and the like have (or should have) made law firms more efficient, cost-effective, and productive. It is necessary for firms to continue to become more efficient as clients demand … [Read more...] about Want to impress your clients? Go “old school”
Hold an open house and keep clients happy and referrals flowing
An open house can be effective for maintaining existing clients and keeping the referral sources sending the referrals. It makes people feel at home and get a feel for what the firm does. But an open house takes marketing skill. Success depends on where it's held, the hellos and goodbyes, the food and even what everyone wears. The when and where of it all The day: The … [Read more...] about Hold an open house and keep clients happy and referrals flowing