Start Your FREE Membership NOW
 Discover Proven Ways to Be a Better Law Office Manager
 Get Our Weekly eNewsletter, Law Office Manager Bulletin,
    and MUCH MORE
 Absolutely NO Risk or Obligation on Your Part -- It's FREE!
EMAIL ADDRESS



Upgrade to Premium Membership NOW for Just $90!
Get 3 Months of Full Premium Membership Access
Includes Our Monthly Newsletter, Office Toolbox, Policy Center, and Archives
And MUCH MORE!
CUSTOMER SATISFACTION

Client survey hits hard on cost satisfaction

Some firms survey their clients in person. Some by phone. Some by mail.
But a Missouri insurance defense firm wastes no time. It sends its evaluation form to the claims adjuster at the same time the last bill goes out. And it’s appropriate timing, because most of the questions cover the company’s satisfaction with the cost of the matter.
The response rate is high, reports the firm administrator. As much as 98% of the clients fill out…

. . . read more

CLIENT RELATIONS

The psychology of getting clients to pay

When the collections get tough, the tough start adding a bit of psychology to the billing.
It can make the difference between getting paid now or getting paid later or maybe not getting paid at all, says Merra Lee Moffitt of Capture Profits, a revenue and profit building consulting company in Reading, PA.
A waning economy is no time to sit at status quo with the billing, she says. People who used to pay in 15 days are waiting 30 days, and the 30-day people are waiting 60 days. And the not-so-dependable payers are sometimes not paying at all…

. . . read more

INCREASING PROFITS

The art of setting fees that suit prospective clients

There’s an art to presenting fees to clients.
It’s not just a matter of quoting an amount. It’s a matter of finding out what result the client wants to see and what value the client attaches to that result.
It calls for a lot of fishing tempered by a lot of tact, says Brian Kennel of Performance Management Consulting, a law firm practice management consulting group in New Orleans.
Mostly, a satisfied client is one who hasn’t been told what the cost is going to be but who has been given options along the way and has chosen what it will be.
Is it price or is it value
The artistry starts when the client asks “how much is this going to cost…

. . . read more

CLIENT RELATIONS

The ethics of refusing business and parting company with a client

Attorney-client relationships can get mighty tenuous. And either side can be at fault.
Here are three issues that cause great concern – turning down a prospect, firing a client, and getting fired by a client.
They are explained by Michael Downey, a partner with Armstrong Teasdale in St. Louis whose practice focuses on professional legal, risk management, and ethics issues. Downey is also chair-elect of the American Bar Association’s Law Practice Management section.
No, we don’t want their business
First is the issue of rejecting the business a prospect offers.
It’s not as easy as it appears, Downey says. It’s not enough to say, “thanks, but no thanks,” and show…

. . . read more

BILLING & COLLECTIONS

Model Tool: New matter intake form

Why you need this form:

Before accepting a new matter from an existing client, you should obtain as much information about the new case as possible. This process, known as “case screening,” can help you avoid many potential problems.

. . . download here

CLIENT RELATIONS

Model Tool: New client intake form

Why you need this form:

Before accepting a client, you should obtain as much information about both the client and the subject matter as possible. This process, known as “client screening” can help you avoid many potential problems.

. . . download here

ALA CONFERENCE

7 Quick Tips from the 2014 ALA Conference

By Catherine Jones  bio
More than 1100 law office managers from 14 countries attended the Association of Legal Administrators’ annual conference in Toronto, Ontario this year. The four-day conference spanned two floors of the conference centre, giving everyone plenty of room to comfortably explore. And there was a lot to explore.
The ALA’s “Legal Marketplace” featured 200 exhibitors showcasing everything on an administrator’s wish-list, including an elegant and efficient 5,000 square foot “legal office of the future.”
There were also 90 educational sessions to choose from. Each session was worthy of its own feature article to properly summarize the wealth of…

. . . read more

BILLING & COLLECTIONS

Model Policy: Client billing

Why you need this policy:

Attorneys have every right—and need—to be paid. But getting clients to pay their bills on time is a major challenge that forces you to confront a bewildering array of fee arrangements, billing of non-fee expenses, and ethical constraints stemming from the attorney-client relationship.

. . . download here


(-0)