Michael Rynowecer, Author at The BTI Consulting Group

The Latest Law Firm Client Service Performances Hit a New 22 Year Record

Winston Churchill would be shaking his head in disappointment. Widely quoted as saying; “Never let a good crisis go to waste” — he would be watching law firms let the record-setting client service in 2021 slip through their collective hands. Actually, it's more of a thud. Client service skyrocketed during…

Michael RynowecerMay 3, 2023

The Mad Clientist

The 6 Phrases Clients Want to Hear from You

Words have power. Groups of words bring even more power. The words speak volumes about your actions, commitment, client service, and the relationship you want to have with your clients. Here are the 6 phrases ranking among the most impactful and powerful — and stand above anything else you have…

Michael RynowecerApril 26, 2023

The Mad Clientist

11 Tactics Driving the Best Client Service

Deliberate client service beats all other approaches to client service. Combining the best-known practices with the right tools, training, and activities drives excellent client service. Here are the 11 strategies and tactics top-performing law firms are embracing: Dedicated Business Development and/or Client Service Executives. These client-facing professionals work with relationship…

Michael RynowecerApril 20, 2023

The Mad Clientist

The 60 Law Firms Improving Their Client Service More than Others

Improving was far from easy. Against a swirling tide with unpredictable surges these 60 law firms not only successfully navigate the waters — they gained substantial ground. They are outpacing others in the race to swim upstream. Clients are deluged with workforce issues, regulatory changes, new compliance demands, and more…

Michael RynowecerApril 13, 2023

The Mad Clientist

Clients Single Out Law Firms Delivering the Best Client Service — By Name

Law firm client service is all over the map. There are as many law firms investing in client service as not. More small and midsize law firms are doubling down on client service — while others see client service investments as a place to cut. This helps explain why smaller…

Michael RynowecerApril 6, 2023

The Mad Clientist

Secrets from The MAD Clientist Diary: 7 Redacted Client Feedback Interviews — Antics and Unscripted Reality

We conduct an enormous number of client interviews at BTI. We have conducted more than 300 just this year. We hear a lot. It covers the spectrum and always brings an unexpected surprise. Most good — while others grab your attention — immediately. These 7 mini cases offer a learning…

Michael RynowecerMarch 29, 2023

The Mad Clientist

6 Tactics to Immediately Improve Your Pitches and Proposals

Law firm marketers have boundless energy around pitches and RFPs — pro and con. As do clients and the attorneys working on these pitches and pursuits. We heard from them all — in droves after our last 2 posts. They all focused on 2 schools of thought: What clients want…

Michael RynowecerMarch 23, 2023

The Mad Clientist

The 30 Law Firms Giving Clients the Best Pitch

“Very focused on our business and industry.” Senior Corporate Counsel, Large Tech Company “Thoroughly analyzed our case and provided a very detailed presentation. It was impressive.” Deputy General Counsel – Litigation, Leading Financial Service Organization “Very effective in building a presentation around our unique legal needs and how they can…

Michael RynowecerMarch 15, 2023

The Mad Clientist

RFPs Hit a Screeching Halt

Everyone hates RFPs. Clients. Law firms. And now clients are changing how they use them. They are not. Like so many things arising from the pandemic era — we are looking at extremes. Only 11.2% of clients are preparing to issue an RFP, with another 10.2% thinking about it. This…

Michael RynowecerMarch 8, 2023

The Mad Clientist

17 Top Reasons Lawyers Don’t Call Their Clients

High-quality voice dialogue between clients and their relationship partners remains rare. Only 21% of clients report a high-quality ongoing dialogue with their main partner outside of a matter-related discussion. This leaves a lot of room to develop client relationships. But outside attorney reluctance to call runs rampant. Here are the…

Michael RynowecerMarch 1, 2023