Law Firm Marketing & Management

More than two decades ago Fred Reichheld, among others, began working on a conversation and a system that helped organizations — particularly professional service firms — rethink the issue of client relationships. In his book, The Ultimate Question (now available in an updated version), the discussion zeroes in on what the author defines as the ultimate measure of loyalty — whether a client would recommend you / your work / your firm to a friend.…
Four years ago, we joined with HighQ in looking at the question, “What do you believe lawyers and law firms need to do to prepare for the future of legal services?” Considering how much has happened even in the past six months, and looking at the way the legal industry adapted to being fully remote in many countries in 1-2 weeks, I thought it would be an interesting exercise to look back at what some…
In last week’s blog post, I discussed the importance of future-proofing your law firm so that it can continue operating in the midst of an unexpected crisis like the current pandemic. As I explained, in order ensure your firm’s future success and stability, it’s important to take steps to ensure business continuity no matter what unexpected challenges you may eventually face. Of course, if your firm doesn’t already have a disaster plan in place,…
I built my practice with referrals, prrimarily from my clients. What was my secret? No, it wasn’t asking for referrals, although I did that and it’s a lot easier (and more productive) than you may think. It wasn’t giving them something I call “referral devices”–a report, brochure, or referral card they could pass along to friends and family. But that works, too. And it wasn’t doing good work for my clients, exceeding their expectations, and…

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