Clients, customers – and why the difference matters
Do you have clients or customers? Traditionally, professionals have been quite keen on emphasising that they have 'clients', not 'customers' - and with good...
12 June, 2016
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Do you have clients or customers? Traditionally, professionals have been quite keen on emphasising that they have 'clients', not 'customers' - and with good...
It seems that most law practices now recognise the primary importance of the customer experience to their appeal and therefore emphasise service attributes on their websites. The...
There is often an 'optimum' level of law practice profitability for any given size and basic business model of law practice. That is,...
Marketing and business development in small practices is always a struggle. It's a time management challenge as much as anything: the burden falls...
Can solicitors expect their compliance burden to increase yet further with the extension to the profession of anti-money laundering (AML) regulations? Last week, the...
Its a wonderful job dealing with calm, grateful clients and relaxed, appreciative practitioners. Busloads of credit and intrinsics, but with minimal work, responsibility...
The full-service model has served larger firms well over the years. It made perfect sense: once a client is captured, work can be cross-sold...
"How's you day going?" "Lovely weather isn't it?" "That's a nice shirt" "Did you see the footy last might?" Having to navigate retail checkouts and the well-intentioned...
I've been doing a fair bit of work lately with lawyers on pricing issues - looking at the communication challenge and how lawyers...
Personal brand and personal positioning is all the rage. So why do so many lawyers still look and sound the same to most non-lawyer clients? Whether...