Client Service Archives - Page 32 of 39 - The BTI Consulting Group

Clients Single Out 61 Law Firms Who Can Cut Through Complexity

Clients have been on the receiving end of a continuous stream of increasingly complex risk and exposures. This stream of complexity is in its 4th year and shows no signs of abating. And, it’s changing what clients want in their law firms.With equal parts tenacity, sheer will, smarts, and intuition—combined…

Michael RynowecerDecember 6, 2017

The Mad Clientist

Clients Add 8 New Firms to BTI Client Service 30

It’s so easy to fall behind in client service. All you have to do is stay the same. But, 30 firms overcome the odds and perform 9 times better at client service than everyone else. These firms are The BTI Client Service 30 for 2018. While all firms in this…

Michael RynowecerNovember 29, 2017

The Mad Clientist

The 4 Biggest Client Service Turkeys of 2017

Next week we will give thanks for all our good fortune. This week, The Mad Clientist gives thanks for all we can learn from the most egregious acts of client service. While these may provide a few laughs, they also provide insight into how clients think about their interactions and…

Michael RynowecerNovember 15, 2017

The Mad Clientist

How The BTI Client Service 30 Outperforms Everyone Else

This week The Mad Clientist shares 6 key things The BTI Client Service 30 do to outperform their competition and deliver the very best client service to their clients—and potential clients.You can view the video below, or on YouTube directly here: https://youtu.be/JPw-5twKjSM We’ll be releasing videos here on The Mad…

Michael RynowecerNovember 13, 2017

The Mad Clientist

Separating Fact from Fiction: Why Attorneys Are Never Responsive Enough

Your clients think in terms of minutes and hours when looking for responses to their questions. Just over 80% of clients expect an immediate response to their texts and emails. Immediate, in their minds, means 1 to 2 hours*.The majority of calls to attorneys are prompted by a question or…

Michael RynowecerOctober 25, 2017

The Mad Clientist

How Client Focus Can Go So Wrong

The quest for the best solution can make even the most savvy, thoughtful professional tone deaf.Clients think of client focus as you working towards meeting their targeted objective, which may or may not be the perfect solution. 70% of lawyers define client focus as coming up with the best possible…

Michael RynowecerOctober 11, 2017

The Mad Clientist

Building Activity-Based Client Service Metrics

Aligning partner objectives with client service metrics changes the effectiveness of client service standards for the better. The Mad Clientist shares 3 of the activity-based metrics top-performing firms use to help you get started.You can view the video below, or on YouTube directly here: https://youtu.be/OR2fW4roNMw We’ll be releasing videos here on…

Michael RynowecerOctober 9, 2017

The Mad Clientist

Exactly When, Where and How the Big 4 Will Steal Your Firm’s Best Clients

PwC is out to steal your clients. They just told you so.PwC, through its legal arm, ILC Legal, has formally announced its intentions to open its US office. ILC indicated it will “wait to see how the market reacts” to decide its future plans—we interpret this comment to mean: How…

Michael RynowecerOctober 4, 2017

The Mad Clientist

What the FZK is Up with Client Service?

I confess to loving all 26 letters in The Mad Clientist’s ABCs of Client Service equally. This easy read of a book takes a short and lighthearted look at a deadly serious topic—improving client service to drive new business. But I admit, I am especially partial to the letters F, Z,…

Michael RynowecerAugust 30, 2017

The Mad Clientist

4 Keys to Winning More Work

Acting as a business advisor sparks conversations and develops relationships before legal issues arise and leads to capturing high-rate legal work from your clients.Your ability to provide your service in the context of the client’s business will most differentiate you in the eyes of clients. Industry dynamics, current events, emerging…

Michael RynowecerJune 28, 2017