Client Service Archives - Page 31 of 36 - The BTI Consulting Group

Boosting Firmwide Client Service through Partner Objectives

Boosting client service dramatically is every firm's goal. Here The Mad Clientist walks you through one of the indirect ways to get your attorneys on board—the right way.You can view the video below, or on YouTube directly here: https://youtu.be/vra88xsM3j0 We’ll be releasing videos here on The Mad Clientist blog every Tuesday.…

Michael RynowecerNovember 14, 2016

The Mad Clientist

Clients Are Voting For Your Law Firm Right Now

The overwhelming majority of C-level executives will hire you based on a single unprompted recommendation from a peer. (An unprompted recommendation is like a write-in vote.) An unprompted recommendation from your client to a peer gets you hired with no competition. Your client’s unprompted recommendation is the most powerful indicator of…

Michael RynowecerNovember 2, 2016

The Mad Clientist

The Danger of the Sputtering Client Service Experience

The Mad Clientist shares with you how the law firms with enduring client service initiatives are making everyone else look bad.You can view the video below, or on YouTube directly here: https://youtu.be/d_RGm0sgE0g We’ll be releasing videos here on The Mad Clientist blog every Tuesday. Subscribe today (in the box at the…

Michael RynowecerSeptember 19, 2016

The Mad Clientist

The Mad Clientist Minute: The Weekly Video to Help You Drive More Business

You spoke and we listened. After many requests for short, concise video clips—we are pleased to announce our brand-new video feature: The Mad Clientist Minute. These highly focused weekly videos offer an in-depth look at BTI’s research, experience, data, case studies, and analysis. BTI Principal Jennifer Petrone Dezso and I will…

Michael RynowecerSeptember 14, 2016

The Mad Clientist

How Big Law Uses Client Feedback Differently

BTI's research finds big law uses client feedback in ways most firms typically don’t consider—while finding ways to push traditional client feedback a step further than expected.You can view the video below or on YouTube directly, here: https://youtu.be/tYOkr9LK1CE We’ll be releasing videos here on The Mad Clientist blog every Tuesday. Subscribe…

Michael RynowecerSeptember 6, 2016

The Mad Clientist

Law Firms Fighting 400 Years of History

Client relationships are misunderstood and sometimes twisted affairs. So many attorneys have so many viewpoints on exactly what a client relationship is and what it should be. The reason—and solution—behind this widespread debate may lie in history.Clients rule today’s market. But this is a relatively new phenomenon in the context…

Michael RynowecerAugust 3, 2016

The Mad Clientist

The Only Time Inaction Is Good

The only time inaction is good... is when you're on vacation. The Mad Clientist is off this week, but leaves you with a couple of pages from his latest book: The Mad Clientist's ABCs of Client Service... You can learn more—and order your copy of The Mad Clientist's ABCs of Client…

Michael RynowecerJuly 20, 2016

The Mad Clientist

Client Service Recovers from Record Drop Driving New Business Gains

Only 40.1% of clients recommend their primary law firm to a peer, after the second biggest drop on record last year, when 33.3% of clients recommended their primary law firms. The increase is impressive but still leaves more than half of all clients wanting—and these clients will seek out, find…

Michael RynowecerJune 1, 2016

The Mad Clientist

The Cost of Stealing a Major Client from the Largest Law Firms

First, big law said they want to crush you like a bug. Now they are putting their money where their fly swatter is.The largest 30 law firms in the world are spending substantially more of their marketing budgets on client development than all other law firms. Words are important here—client…

Michael RynowecerApril 6, 2016

The Mad Clientist

Why Clients Fire: The Silent Epidemic Undermining Your Firm

More than 50% of clients say their primary law firm’s biggest weakness is inconsistency.*Consistency in delivery is synonymous with quality, client service and trustworthiness. Clients interpret uneven delivery as lack of commitment, lack of communication within the team, and doubt as to whether the team understands the client’s underlying goals.Clients…

Michael RynowecerMarch 30, 2016