A mile in their moccasins? Understanding client experience touchpoints
Do you know what it's like to walk a mile in your client's moccasins? Delivering an excellent client experience starts with developing an...
30 January, 2017
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Do you know what it's like to walk a mile in your client's moccasins? Delivering an excellent client experience starts with developing an...
One of the biggest killers of law practice productivity is poor initial costs communication. The challenge is selling the value of an assertive...
Moving conversation away from either safe technical discussions or superficial personal chatter can help you build intimacy, trust and also help you better...
I regularly meet solicitors who have just launched new law practice websites and ask me to have a look. Normally, it passes the 'one second...
The debate about time costing and value pricing rumbles on . . . . But there's a lot more to pricing strategy than that debate...
Costs agreements and disclosure notices are hideous documents, aren't they? Is it any wonder clients don't read them - 17 pages of arse-covering legalese with...
Differentiate! Differentiate! Differentiate! Law practices are getting the message re positioning, specialisation and differentiation, and more and more are making an effort to more...
Most solicitors would run a mile from service guarantees. They'd strongly caution their clients against offering them, and very few solicitors use them...
Are there characteristics of the legal mindset that make it difficult for lawyers to truly deliver an excellent customer experience? Law practices aren't nearly as...
Do you have 'needy' clients and customers? (what a drag!) In a way, needy customers are great - you'd prefer them to need rather than not...