Important Signals To Clients: Processes

Last month we discussed physical evidence in our series on non-legal capabilities important to clients. We now turn to processes – the way we connect with clients and how they experience us. In some sophisticated lawyer – client relationships (say, in defendant PI and transactional banking) the client actually defines their minimum acceptable processes as

Important signals to clients: physical impressions

Last month we suggested that clients often look to non-legal attributes when judging a law firm. Three broad headings of these attributes are people, process, and physical evidence. This month, we discuss physical evidence (or physical impressions), which greatly influences perceptions of value and quality. Start at reception – 40th floor, glass, marble and chrome

We’re outstanding lawyers… but who cares?

We are devoting 4 issues of Keep it Simple to the differences between being a technically good lawyer and delivering a good service. We will argue that most punters and small businesses don’t get too excited about the law per se. Clearly, some readers will see this as heresy. Nonetheless… Clearly there are exceptions. Sophisticated

Bonus Systems – what to measure?

This is the second in this series. (Read Part 1 and Part 3) In this part, we look at bonus structures. We recommend four core principles… simplicity, clarity, consistency and fairness. Simple is best. Complex mixes of qualitative and quantitative can be unhelpful. Indeed, contestable qualitative measures can actually demotivate. Qualitative feedback is fine for

Sales Orientation or Client Orientation?

You may think your firm is client-centred? Yet it’s possible that your clients don’t agree. How can that be? Modern buyers are totally empowered. Blogs ruthlessly declare who we can trust. Business buyers are no different. Information empowers them. Internet shopping now provides the benchmark for client service. You can’t see these businesses, and you

What’s in a Name?

What your firm is called makes a difference. Your name conveys information. It can be overt, implied, positive or negative. It may be consistent or inconsistent with what you want to achieve. Here are a few examples: Greg’s Discount Conveyancing (seniors discounts available) says it’s a kind of back yard business (proper law firms aren’t

Reviews – be organised, consistent and don’t just discuss money

Large institutional firms are generally more organised than small firms in the employee review process. But there’s no reason why small firms can’t do it just as well. Here are some tips… Make your annual reviews part of your annual forward budgeting process. In other words, plan your costs and fees in the one exercise.