February 4, 2010

the extraordinary last hour of a life

The other day, I was on the phone listening to a caller I didn’t know talk about a banking service I didn’t need. As my mind wandered to my long todo list, I started losing patience and getting annoyed with the caller and the person who had made the introduction. I decided to cut the conversation short by thanking the caller and extending an invitation to a fundraiserI was... 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

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

July 29, 2009

the legal sanity mentor: spike jones

When it comes to the topic of (re)designing client-centric legal services, I’ve found a muse in Spike Jones. One of the visionaries at Brains on Fire, a company at the crossroads of identity development and word of mouth marketing, Spike helps organizations build movements. Having drawn from his observations a bunch of times, I was delighted to have the chance to talk to... Read More

July 11, 2009

where’s the “wow” in law firm legal service delivery?

I think that most people would answer this lead question with a rousing, “There is none!” Or, if prone to sarcasm, they’d say that the only “wow” is the overwhelm they experience every time they open their lawyer’s bill. And, really, this should come as no surprise. The legal profession has yet to produce the law firm equivalent of Zappos; Southwest Airlines (note:... Read More

June 29, 2009

the legal sanity mentor: jason mendelson

My introduction to Jason Mendelson came by way of a compelling how-to blog post he wrote titled: Quick Ways To Get Fired as a Lawyer. From the first read through, it’s clear that Jason knows what he’s talking about. As a self-proclaimed “recovering lawyer” and successful VC with his own company, Foundry Group. he’s gained insight into the best and worst of legal service... Read More

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