How's everyone going on their new year's resolutions? Still committed, or is it already too much hard work? Having clear goals is always important but for many busy professionals adding a few more 'to-do's' to an already long and growing list is pointless and counterproductive. You need a...
Has anyone seen the current Les Miserables at QPAC? No, me neither, but the show's promotion has reminded me of this great verse from 'Master of the House' that has relevance for solicitors' pricing strategies. "Charge 'em for the lice, extra for the mice Two percent for...
Recent years have seen a lot of talk about new business models in legal practice, in terms of using technology, outsourcing, flexible staffing arrangements, value pricing and more. Before you get to the stage of considering specific innovations however, it is important to consider - at a...
The Queensland legal profession seems to be getting the message about the need to differentiate - but I am noticing complacency and 'bluff' everywhere. In addition to nearly all law practice websites claiming that they 'offer excellent client service' (or some vague variation thereof), we are now...
Delivering superior client service requires both understanding what clients really value - and then providing it. I like to use the 'TERMS' model to help identify these sources of value: Time - can you save clients time in the way your deliver your services? Emotion...
Just enjoyed a great workshop at Queensland Law Society on 'Making online marketing work for your practice' where I presented with Jacqui Walford and Nader Luthera. One of the most interesting discussions was around whether it was possible to build trust online so that clients will engage...