Valorem Law Group

Valorem Law Group Blogs

Latest from Valorem Law Group

Earlier this year, I changed the name of this blog from In Search of Perfect Client Service to In Search of Great Customer Experiences. I explained the reasons, but I glossed over the change from client service to customer experience.  Recently, I was challenged to explain why clients were no longer clients, but instead “mere customers.”  This is my response to that challenge. Client is defined as a person (or entity) who uses the…
On Friday, I participated in an exchange of tweets with @adamdavidlong, @DBRodriguez, @RoninMikeSimon and @ronfriedmann about the importance (or lack of) of outside investment in law firms.  I weighed in with a note that having linked up with @ElevateServices and founded its aligned law firm, @ElevateNextLaw, we (@ElevateNic and I) were evidence that lawyers could work closely with business professionals, data scientists, tech developers and other lawyers to accomplish great things. …
In one of my favorite West Wing episodes, President Bartlett is playing chess with Sam Seaborn. He implores Sam to “look at the whole board” and at the end of the scene, Sam realizes the sleight-of-hand President Bartlett had played to diffuse a brewing military crisis.  I was reminded of that scene yesterday when I was reading the commentary about Epstein Becker’s  announcement of a “strategic alliance” with Deloitte.  The internet was near…
I recently learned that I was named a BTI Client Service All Star for 2019, the sixth time I have been named. As with each previous time, I am honored to have been selected for this recognition.  This year carries some special significance, however, because it is the first time I have been recognized for my work for ElevateNext. It bears noting that customer service is not a one-person thing.  I am a…
Today is International Women’s Day.  I am lucky–and extremely proud–to work in a company with so many great women throughout the company, especially in leadership positions.  Elevate shared is diversity and inclusion report to the public, but the data doesn’t convey the dynamic role these women play in the company and how they are shaping our future, making us even better. So let me start this post with a hat tip and thank you…
I will admit it up front–I am in awe of Navy Seals.  My brother-in-law was a career Naval officer and, once upon a time, my sister ran the officer’s club at the Naval Amphibious Base in Coronado, CA, home of the Seal Command.  Through them, I have met a number of Seals, each as impressive as the the next.  I have heard Seals speak to audiences in which I sat, and I have spoken with…
After nearly 14 years of writing this blog, I’ve changed it’s name.  For a long time, client service (In Search of Perfect Client Service) was the right place to focus attention.  But as with other trends, everyone now claims to be great at it.  The notion of customer service has lost any meaning: if everyone claims to excel at providing great customer service, well, it is time to shift focus. As I thought about it,…
My colleagues and I have developed a set of writing guidelines over the years.  After hearing last night about the “complexification” of transaction documents to the point the clients could not fully understand them, I thought it was a good time to share these.       “Don’t tell me the moon is shining; show me the glint of light on broken glass.”  -Anton Chekhov- “Say what you mean. Mean what you say.” -Jimmy Buffett…
I saw something online the other day that attempted to answer the question, “how is innovation related to design thinking?” The response, written by John Coyle, a former Olympic speed skater and CEO at Speaking Design Thinking, caught my eye. He began his response by reversing the question to “how is design thinking related to innovation?” I thought that was insightful, but my appreciation for his answer ended there. Coyle defined design thinking as “a…