May 23, 2009

on the path to better client care, love the people who don’t love you

Chrysler has let me down big time. I know, you’re probably thinking, “take a number and get in line, it’s a long one.” The company’s financial woes are already old news. But, that’s not what this is about. This about the 2008 minivan that my kids practically live in. The subject of multiple recalls, it’s currently without A/C due to a defective hose. Chrysler knows... Read More


May 19, 2009

the legal sanity mentor: gerry riskin

In my last post, I noted that we’ve entered a new age of radical transparency in which businesses must be keenly aware of their consumer community (or, communities) and make it easy for community members to offer feedback and comments. For most law firms and lawyers, this requires a big shift towards understanding, valuing and heightening the client experience. I recently spent... Read More


May 11, 2009

law firms and lawyers: welcome to the age of radical transparency

I’ve been interested in psychologist Daniel Goleman’s work since reading his book on Emotional Intelligence years ago. Along with thinkers like: Dan Pink Hugh MacLeod  Kathy Sierra  Chris Brogan Tim Sanders Pam Slim Goleman has inspired me to look at the legal profession through a broader social-cultural lens. As a culture, we’re becoming more and more right-brained in orientation.... Read More


April 14, 2009

the legal sanity mentor: kevin houchin

Authentic. Transparent. Human. These three words come up again and again in conversations about creating and sustaining business relationships in the current marketplace. For lawyers, this really isn’t about a new way of relating to our clients, prospects and colleagues. It’s about getting back to our roots as service providers and connecting with the people behind the legal... Read More


April 10, 2009

spring awakening for client service in the law

Three Rules of Work: Out of clutter find simplicity; From discord find harmony; In the middle of difficulty lies opportunity– Albert Einstein Spring. Passover. Easter. It’s the time of year when we’re reminded that we’re resilient by nature and can move through challenges to a place of renewal and possibility. Just as we survey and fix up our personal space during a spring... Read More


April 3, 2009

(re)designing legal services around the client experience

I’m happy to announce that I’m launching a new feature here called the legal sanity mentor. Each month, experts and influencers across a range of fields will share their views on and around the topic of designing client-centered legal services. This is a topic – and a mission – that’s taken on a lot of personal and professional significance for me as I’ve grown my... Read More


April 2, 2009

why lawyers should get emotional with clients

Here are two facts: There’s a client service deficit in the law. Lawyers tend to regard emotions – their own and other people’s – as irrelevant to their work. At first glance, these two facts seem unrelated. But they’re actually closely (even intimately) connected. Some time back, I posted on the interplay of emotions and client service in this new era of customer control.... Read More


March 28, 2009

client centered care

Over the years, I’ve written several posts comparing the client service lawyers typically offer with the patient care doctors usually provide. One of the first discussed the humanism in medicine movement and a related medical school curriculum that encourages a more holistic approach to treatment – body, mind and spirit. It doesn’t take much experience in the law (maybe just... Read More


March 24, 2009

inspiration at the crossroads of branding and remarkability

If my recent posts on personal branding and remarkability in business left you hungry for more, baffled, or somewhere in between, here’s a follow-up that makes the same points in a different way. In this interview, Zappos CEO Tony Hsieh shares this gem when asked what the company would look like stripped of its social Web presence: “I don’t think it would look that different.... Read More



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