Five Star Counsel Podcast

13. Answering Our Show's Big Question

Mar 16, 2023

Our show has tackled client service by framing it around one big question: "What would a firm created by the founders of Disney, Amazon, and Four Seasons look like?"

Today we try to summarize our Five Star Bootcamp by answering that question. Building a law firm requires starting with the business foundations of...

S2 E12. Recovering From Service Mistakes

Feb 23, 2023

How do you handle client-facing mistakes? As much as we try to avoid them, mistakes are inevitable, even for us perfectionist attorneys.

And because they are inevitable, attorneys need to have a plan for how to respond when they happen. My experience working at the Four Seasons provided a great framework for how to deal...

S2 E11. Making Service Improvements

Jan 20, 2023

There's a common misconception and fear we see in attorneys. Attorneys can fall prey to thinking that becasue they're well-paid and well-respected, they don't need to think about making their service better. Many risk-averse, pessimist, perfectionist attorneys simply fear the potential failure that comes with change and...

S2 E10. Maintaining Your Service Consistency

Jan 11, 2023

Now that you have addressed your standards, and you've implemented processes that should lead to those standards being met, how do you make sure your firm is hitting your standards on an ongoing basis?

Standards won't do much for you if they're never being met. I'll walk through the ways you can think about...

S2 E9. Setting Your Delivery Standards

Jan 5, 2023

Now that we've discussed the components of our firm's service, it's time to think about how we measure successful service. Setting these standards not only helps you track that everything is happening correctly, but helps your employees know if they're doing a good job. Most importantly, it helps ensure a consistent...