Client Service

The largest legal spenders are hiring law firms with new expectations. Each and every hiring decision is subject to these new demands. The biggest of these new demands — using more associates on their new matters. 40% of clients are including use of associates in their final hiring decisions. An…

Going remote is stealing all the thunder. While the world talks about the very real pressures and issues thrust upon us all, top legal decision makers still have to manage their legal issues and caseloads. They tell us they really only have a few choices. These include: Using Leverage to…

Law firms are doing a good job empathizing with associates. 60% feel understood, looked after, and kept in the loop. The remaining 40% don’t share the same enthusiasm. Here is what some of the 289 associates we surveyed told us about their law firms. The empathetic firms: “We are having…

It’s nothing personal. 55% of clients actively dislike sitting through law firm pitches, and another 35% say they merely tolerate them. This leaves a scant 10% of clients liking law firm pitches. This insight frames your pitches in a whole new way. They have to want to sit through your…

Sales. Selling gets a bad rap. Not just from attorneys. Selling has a long history of being maligned – going back to its beginnings as the Germanic word “sala” interpreted at the time as “to grasp or take”. Who wants to grasp or take anything – especially from clients? The…

Rarely do so many executives agree about anything. But, the pandemic did it. Fully 80% of top legal decision makers are exceptionally proud of their in-house legal team’s performance so far. This sense of pride provides a critical source of emotional reward, motivation, and helps each in-house counsel know they…

Don’t stop yet. Clients want more and want something different. Yes. They are swarmed with emails, alerts, webinars, and e-newsletters — but they are still searching for more answers. Every top legal decision maker has their favorite alerts. They don’t read much beyond those, but will scan a few new…

After handing the first wave of work to come out of the pandemic without RFPs, clients are now changing course. They are issuing RFPs and making sure everyone is invited. This means including small- and medium-size firms. Legal decision makers in the US are tackling their US issues — so…

Among the flurry of webcasts, podcasts, online webinars and newsletters, a book can offer a source of comfort. It’s a place to be quiet with your thoughts. With increased stress all around and a focus on well-being, I wanted to share a reading list of books to help manage through…

Certainty is comfort. And you can find it in this sea of unpredictability called the pandemic. Expect changes in client behaviors and expectations. Clients have added a whole new set of needs to their plate and many have new opinions about law firms — mostly for the better. This translates…