The ABA Journal recently published an article on a lawyer’s suspension for inadequately responding to client communications. The lawyer in question was responding to their client’s Facebook messages with one sentence phrase of “relax” and “this is complicated” to client…
Catching up with a friend over a beer the other day, we discussed her job hunt. She had recently interviewed with a local firm and had a positively lovely experience even though she didn’t get the job. She won’t be…
Shhhh….stop talking and just listen. In your next client meeting, I want you to put your pen down, put away your marketing folders, close your computer, turn off your phone and just listen to what your client is trying to…
We have all received client service so wonderful that we’ve raved about it to anyone who would listen. In contrast, you have surely had a client experience so awful that you are determined to never use the product or service in…