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Mar 29, 2021

Client service should stem from an overarching goal or philosophy. Our firms' values, standards, and ideal culture are the starting points that guide our service. If those are wrong, or undefined, or ignored, then our service will follow. John walks us through the basic ideas, and explains how you can start defining and...


Mar 26, 2021

We all know we should have laser-focused goals, informed by razor-sharp relevant data and metrics. But here in the real world, tracking our business's growth and overall well-being can leave us with a confusing mess of well-intentioned KPIs, random data, and unmet goals, all scattered amongst our various programs...


Mar 22, 2021

As attorneys, we're not always speaking our clients' language. A lot of what we say can go over their heads, even if we're trying to speak in lay terms. We ought to be meeting clients where they are, communication-wise, and employing empathy and compassion in our client service, particularly in criminal defense. 

Our...


Mar 18, 2021

Legal interns offer much more value than low-cost back-office labor. They can also be the future of your firm. Giving interns a well-rounded experience isn't just good for the student, but can create consistent client experiences and trustworthy associates that understand your firm's process and clientele. IP attorney...


Mar 15, 2021

It's common these days to hear that we should be "client-focused." While that's not bad per se, if we only focus on the client, we miss a huge part of what makes great service possible. We need to set up our firms to be a three way agreement between clients, owners, and staff. By focusing solely on clients, you're...