By Lynne Curry, Ph.D, SPHR bio If you're dealing with a bully in the workplace, you're not alone. According to an Associated Press alert, 29 percent of all U. S. managers and employees deal with workplace bullies, and according to a white paper produced by the Society for Human Resource Management (SHRM), one out of six individuals report being bullied at work at some point … [Read more...] about A tale of 2 workplace bullies and why they need to be stopped
Client relations
Survey examines diversity in New Jersey at work and at home
New Jersey is known as a diverse state, but how diverse is the experience of the average New Jersey working adult, at work and at home? How much do employers value diversity? And with heated college campus debates on race relations, and a Presidential campaign replete with provocative rhetoric about immigrants and Muslims, how respectful are language environments at the … [Read more...] about Survey examines diversity in New Jersey at work and at home
How to handle a rude dude
As a manager, you interact with a lot of people. There are staffers, contract workers, clients, sales reps, and lawyers, as well as service technicians, building and maintenance workers, and others. Given that you are in contact with so many people, you are bound to come across a type of person that, unfortunately, is common to the human species: the rude dude. Recognizing … [Read more...] about How to handle a rude dude
Model Client Satisfaction Survey
Why you need this model survey: Clients demand value and, in this competitive market, you need to find out if you are meeting your clients' needs and giving value for the fees you receive. A client survey is a relatively easy way to get this information. How this model survey helps you: The insight that these surveys provide is priceless and can be used to enhance client … [Read more...] about Model Client Satisfaction Survey
How to raise fees in January without upsetting or alienating clients
The wrong way to up the fees is to think of a rate hike as a means of offsetting costs. Most firms do just that. The attorneys think "well, our salaries are increasing, so we have to recapture that." So the rates go up a percentage across the board. To get the most revenue out of a rate hike takes understanding the many and varied options available to the firm. It also takes … [Read more...] about How to raise fees in January without upsetting or alienating clients
How one firm handles its marketing with just one letter a year
A California general practice firm does all its marketing with just one annual letter to clients and business contacts. The letter goes out on the firm's anniversary, says the manager of the five-attorney firm, and carries a simple message—a thank-you for past business and an outline of the firm's other services. And it's only one page long. But it's effective to the point … [Read more...] about How one firm handles its marketing with just one letter a year
Why you should consider automating your client screening process
What's your firm's process for dealing with a potential new client? While large law firms may have sophisticated systems of vetting potential new clients that include detailed conflict of interest searches and approval committees, Edie Zimmerman of Legal Software Solutions, suggests your consider automating your screening process. "Some practice management databases allow the … [Read more...] about Why you should consider automating your client screening process
Scarcity marketing: How playing hard to get may win you new clients
Want clients to appreciate the value of the firm's services? "Make the services hard to get but easy to buy." says Trey Ryder, a law firm marketing consultant in Payson, AZ. Give the appearance of being in high demand with limited time available and let people know they are competing for a limited resource. It's called marketing with scarcity, and there's good psychology to … [Read more...] about Scarcity marketing: How playing hard to get may win you new clients
Chicago firm discovers in-person interviews can sharply increase client service and satisfaction
A Chicago law firm goes the extra mile to ensure client satisfaction, sometimes even getting on a plane to do so. Like many firms, 37-attorney firm sends out client satisfaction surveys. But unlike most firms, it gets the responses via in-person interviews held at the clients' places of business. The visits are limited to the largest revenue-producing clients, says the … [Read more...] about Chicago firm discovers in-person interviews can sharply increase client service and satisfaction
Make sure your staff follow these 5 basic rules when dealing with clients or employees with disabilities
The Americans with Disabilities Act does not require it, but good manners do—proper etiquette toward persons with disabilities, both clients and employees. Mistakes in manners often occur in professional offices. Here are some of the more common blunders to watch for: 1 The handshake A common error is not offering to shake hands with a client or employee who has a hand … [Read more...] about Make sure your staff follow these 5 basic rules when dealing with clients or employees with disabilities