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Jun 21, 2022

Why do we attend legal conferences? What makes a great conference? Where do we find the most value? How can we make the most of legal conferences and how do we make the mediocre ones better?

After a couple recent conferences, I got to talking with friend of the show, Mike Whelan, about what makes bad conferences bad,...


Jun 14, 2022

Where should we be looking for inspiration when improving service in our firms?

If you've been listening for a while, you know, I've spent a lot of time talking about my time with the Four Seasons Hotels, but of course it's not the only place you can get high-end experiences.

This week, we're bringing you a conversation...


Jun 7, 2022

Does customer service ever feel extraneous to you? Does it seem like too much effort and too lofty a goal for your busy work week? How can you achieve amazing service and why should you bother?

Our guest this week is Shep Hyken, Chief Amazement Officer of Shepard Presentations, and an award winning author, speaker,...


Jun 2, 2022

Are you a believer of the old idea that "the customer is always right?" What happens when that rule comes into conflict with a trusted employee? Is there room for a better, more holistic approach to your firm's service?

Our guest this week, Stephanie Everett, is here to advocate for a people-focused, not just...


May 24, 2022

How do you interact with your clients? Is it a clinical, business-only relationship? Could you be more empathetic with your clients? Should you? What is the true value of empathy with your client, both to the client and your business?

Our guest this week is Jordan Furlong of Law Twenty One. Jordan is a legal sector...