February 18, 2013

Presidents’ Day

I just finished reading Thomas Jefferson: The Art of Power.  Jon Meacham, the Pulitzer Prize author, does an extraordinary job of bringing Jefferson to life, his genius, idealism, practicality, enormous personal struggles and major shortcomings. Whatever one’s opinion of Jefferson, surely, without him, the United States as we know it today would not exist.   The same can... Read More

March 17, 2011

Return from Silence

It’s been over a year since my last blog post and major presentation. I was feeling talked out after almost 6 years of blogging over 400 posts and speaking at over 120 programs. So I decided to take a step back from blogging and speaking, focus on my law practice (which thankfully is thriving), listen instead of talking/blogging and wait until I felt I had something fresh... Read More

December 7, 2009

seeing matters through your clients’ eyes: an intervention for lawyers

My longtime client, artist Pamela Lawton, recently showed her abstract paintings of New York City’s modern architecture at an exhibit called Liquid City. Describing her work, Pamela says: “It’s almost an ‘intervention,’ that’s sort of an art term that people use to talk about taking something ordinary and conventional and altering it in some way.... Read More

November 24, 2009

What President Obama can teach us about client relationships

This isn’t a post about politics. It’s about human relations. As I’ve written here before, as lawyers, we’re in the business of human relations. To do our job well, we have to connect with the people behind the legal matters we take on and provide meaningful solutions to their problems. Connecting with clients in this way is not an opt-in exercise in cutting-edge legal service... Read More

November 12, 2009

continuing legal education through self-study

When it comes to continuing legal education (CLE), most of us think in the very black and white terms of meeting our state’s mandate. But, my thinking has been colorized a bit by the convergence of three forces: A Ms. JD post on extending legal education Recent coverage of the Association of Corporate Counsel’s new ACC Value Index (allowing/encouraging... Read More

November 2, 2009

everything old is new again: the re-birth of the client-centric lawyer

For the last few years, I’ve devoted a lot of space here to the idea and practice of client-centricity. You can sample my take on the topic via posts like these: evangelizing legal service delivery  client experience management  legal service delivery: what controls the client experience  are you remarkable? client centered care  (re)designing legal service delivery around... Read More

October 26, 2009

lawyers are not service providers

Last week, I discussed why clients and prospective clients view lawyers as commodities. I suggested that we can avoid this type of identity crisis (yes, I think that being labeled a commodity is not a good thing) by taking some time to figure out what the people we help really want from us beyond fairly priced services. I found some good guidance and inspiration on this front in... Read More

October 16, 2009

don’t give clients a reason to think that you’re a commodity

Through my daily reads, I tapped into an interesting conversation about the commoditization of design services. One point that stood out for me is how the traditional client-provider relationship gets flipped when the service and its offerer are seen as commodities. As one observer puts it: “Suddenly a client can define all aspects of a job from price to design, causing the designer’s... Read More

October 2, 2009

the legal sanity mentor: kathleen brady

Due to the summer posting hiatus, it’s been a little while since the last installment in my series of posts on redesigning legal services around the client experience.   I’ve always been a proponent of the idea that it’s really hard for unhappy lawyers to provide great client service. To put it another way: The lawyer experience and client experience are two... Read More

September 21, 2009

why it’s a great time to be a village lawyer

As we were driving from one weekend activity to the next in our small New York suburb, my middle child looked up from her cell phone and, in an iPod-induced-too-loud-voice, said, “I love this town. It’s pretty, friendly and makes me feel safe.” I think she gave voice to what many of us feel and experience in our personal and professional lives. When people engage lawyers... Read More

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