Debt recovery or problem escalation?

  Avid readers of this column (I live in hope) will be familiar with my pieces on competent retainer management.[i] In the last year, I’ve encountered an increase in small practitioners who take their eyes off their aged debtors lists to suddenly discover that they have a serious cash flow problem. Now, the best way

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

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