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Dec 13, 2022

We've built the pieces of the machine for great service, but now it's time to focus on the fuel - your employees. People are the most important thing in your business, and we can't skimp on it.

I break this episode down into two main parts: how to hire and how to train and manage.

The most crucial single point is in...

Dec 6, 2022

Have you progressed beyond the dark ages of stodgy, antiquated law practice? If you're listening to this show, I bet you have, but has your service delivery fully embraced the current experience economy? What does that even mean?

Our guest, Joe Pine, is here to explain. Joe is a distinguished author, speaker, and...

Nov 17, 2022

Now that we've laid the groundwork for building great service, and talked about how to avoid pitfalls, we should really define the scale that we're grading service on. We are, after all, the Five Star Counsel Podcast! So what makes a "Five Star" experience?

I'll give some detailed examples of what goes into an...

Nov 1, 2022

Before we dive deeper into what service is, let's take a look at what service ISN'T. I like to classify these distractions, marketing ploys, and wow-factor missteps as Red Herrings. This is something that you give to your client that doesn't actually move the needle for them.
Your law firm isn't a procurement agent,...

Oct 27, 2022

What does it mean to have "your process"? How do you make sure that everyone on your team knows what to do, and when to do it? We're getting in the weeds on how to set up your practice so you know what's happening with all of your clients, at a glance.

The reason we're spending the time on this is to make sure...