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

The Psychology of Pricing

ABSTRACT We often view pricing through too narrow a lens… a purely rational approach founded more in accounting than in client behaviour. A better understanding of client emotions and preferences can increase client satisfaction and profits.  I love pricing. It’s so multi-faceted. And there’s always that fabulous moment of truth in quoting / estimating work

The matter and the money

Talking confidently and concurrently about matter and money In the Proctor July edition, we reproduced a piece called Getting paid: Start with file opening. This is a reprint from the same journal 10 years earlier. Some things just stay important. The essence of that article was that responsibility for slow or poor payment by clients

Getting paid: Start with file opening

A practical plan to improve cash flow and client relations Some messages are worth repeating. This popular article appeared in the April 2006 edition of Proctor, but the message in this updated version is as relevant now as it was 10 years ago: ABSTRACT Many firms bemoan the difficulties with slow, combative, and non-payers. And

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

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