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If you’re like most service professionals, you offer reactive service. You wait for clients to call with a problem. You respond with a solution. Then you wait for the next time a client calls.
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As we go through life, pursuing our various agenda, we occasionally lose sight of the fact that we are not at the center of the universe. Yes folks, there are other people out there whose priorities are just as important to them as yours are to...
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Most of us follow a client meeting by diving back into our email. (After all, while we were chatting away with a live human being, twenty new messages funneled into our inbox.)
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It is much harder to acquire a new client than it is to keep an existing one. That's why it's critical to do everything you can to improve the loyalty of your clients. Some would argue that providing quality service is sufficient to ensure...
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It seems more and more that standard rates are becoming a formality in our industry. Every year, law firms raise their rates but their clients react simply by demanding deeper discounts. Thomson Reuters’ latest Peer Monitor survey illustrates...
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I travel a lot for business and often use Uber to get around. For those of you who are less familiar with it, the Uber app allows both the drivers and the passengers to rate one another on a scale of 1-5 after every ride. Out of curiosity, I...
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Client service is the lifeblood of any healthy practice and should always be our first priority. But it's all too easy to become consumed by the deluge of emails and deadlines that define our frantic days. When we finally lift up our heads to...
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It’s common sense: You’re better off harvesting the opportunities you already have than chasing the ones you could have. And yet, many of us spend an inordinate amount of time seeking out new business from networking groups and introductory...
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