As a manager, you interact with a lot of people. There are staffers, contract workers, clients, sales reps, and lawyers, as well as service technicians, building and maintenance workers, and others. Given that you are in contact with so many people, you are bound to come across a type of person that, unfortunately, is common to the human species: the rude dude. Recognizing … [Read more...] about How to handle a rude dude
Client relations
Model Client Satisfaction Survey
Why you need this model survey: Clients demand value and, in this competitive market, you need to find out if you are meeting your clients' needs and giving value for the fees you receive. A client survey is a relatively easy way to get this information. How this model survey helps you: The insight that these surveys provide is priceless and can be used to enhance client … [Read more...] about Model Client Satisfaction Survey
How to raise fees in January without upsetting or alienating clients
The wrong way to up the fees is to think of a rate hike as a means of offsetting costs. Most firms do just that. The attorneys think "well, our salaries are increasing, so we have to recapture that." So the rates go up a percentage across the board. To get the most revenue out of a rate hike takes understanding the many and varied options available to the firm. It also takes … [Read more...] about How to raise fees in January without upsetting or alienating clients
How one firm handles its marketing with just one letter a year
A California general practice firm does all its marketing with just one annual letter to clients and business contacts. The letter goes out on the firm's anniversary, says the manager of the five-attorney firm, and carries a simple message—a thank-you for past business and an outline of the firm's other services. And it's only one page long. But it's effective to the point … [Read more...] about How one firm handles its marketing with just one letter a year
Why you should consider automating your client screening process
What's your firm's process for dealing with a potential new client? While large law firms may have sophisticated systems of vetting potential new clients that include detailed conflict of interest searches and approval committees, Edie Zimmerman of Legal Software Solutions, suggests your consider automating your screening process. "Some practice management databases allow the … [Read more...] about Why you should consider automating your client screening process
Scarcity marketing: How playing hard to get may win you new clients
Want clients to appreciate the value of the firm's services? "Make the services hard to get but easy to buy." says Trey Ryder, a law firm marketing consultant in Payson, AZ. Give the appearance of being in high demand with limited time available and let people know they are competing for a limited resource. It's called marketing with scarcity, and there's good psychology to … [Read more...] about Scarcity marketing: How playing hard to get may win you new clients
Chicago firm discovers in-person interviews can sharply increase client service and satisfaction
A Chicago law firm goes the extra mile to ensure client satisfaction, sometimes even getting on a plane to do so. Like many firms, 37-attorney firm sends out client satisfaction surveys. But unlike most firms, it gets the responses via in-person interviews held at the clients' places of business. The visits are limited to the largest revenue-producing clients, says the … [Read more...] about Chicago firm discovers in-person interviews can sharply increase client service and satisfaction
Make sure your staff follow these 5 basic rules when dealing with clients or employees with disabilities
The Americans with Disabilities Act does not require it, but good manners do—proper etiquette toward persons with disabilities, both clients and employees. Mistakes in manners often occur in professional offices. Here are some of the more common blunders to watch for: 1 The handshake A common error is not offering to shake hands with a client or employee who has a hand … [Read more...] about Make sure your staff follow these 5 basic rules when dealing with clients or employees with disabilities
For long-term survival, watch for the downfalls that cause partner splits
A partner split is like a marital split – expensive and hard to get over. Also like a marital split, it can often be avoided by knowing the elements that cause it and taking steps not to go down those roads, says Robert Denney, a Wayne, PA, management and planning consultant for professional offices. Why do partners split? For a number of reasons, he says. But money is … [Read more...] about For long-term survival, watch for the downfalls that cause partner splits
Solutions to 3 people problems: performance, raises, and rude clients
Here are three common people-management problems and their solutions. The first two deal with managing staff; the third deals with managing clients. #1: Lousy performance People problem #1. How to address poor performance in such a way that the outcome is improvement, not firing. The obvious answer is to meet with the staffer, explain the problem, and tell how to correct … [Read more...] about Solutions to 3 people problems: performance, raises, and rude clients