client service

Businessman falling the Sky into a safty net

What Makes Uber Tick, and What Lawyers Can Learn from It

Lawyers, like cab drivers, are useful and capable service providers who nonetheless are sabotaging themselves through their own lousy delivery models.

no personality

Yes, Your Personality Matters to Clients

Clients want to hire an attorney that will help them solve their problem. But they also want to work with a person, not a robot. Showing your personality will go a long way towards creating a more meaningful attorney-client relationship.


Podcast #54: Open Access to Law, with Sarah Glassmeyer & Ed Walters

Sarah Glassmeyer is trying to get to the bottom of open access to law, and Ed Walters is trying to build a company based on access to that law. Both share their frustrations and wishes for open access on today’s podcast. Plus, lawyers are terrible at client intake. News at 11. Law-Firm Intake: Lawyers Dropping […]


Your Personal Relationships with Clients Probably Aren’t As Strong As You Think

While lawyers probably aren’t going to become irrelevant any time soon, it probably is not because their personal relationships with clients are so strong.


In Which a Lawyer Tries to Hire a Lawyer

Lawyers talk a lot about client service, but few do anything about it. Follow along as Lee Rosen tries to hire a lawyer himself.


Offer Unbundled Legal Services to Compete in Today’s Legal Market

While the unbundling trend may be starting out with larger firms for startups and entrepreneurs, it will make its way to down to smaller sized firms and encompass many more areas of law. All lawyers can benefit from learning techniques for unbundling and using technology to deliver services online.

law books

Three Commonly Violated Ethics Rules

Three commonly violated attorney ethics rules and the simple way to avoid violating them.


Law 101: Service > Business

There are basic standards of good customer service that time and again, harried attorneys fail to meet.


Estate Map Review

Estate Map, a cloud-based tool for estate planning attorneys and consumers, embraces cloud-based technology and provides an easy way to store and share information about one's estate plan and related information.


Three Ways to Improve Client Intake

A successful law practice starts and ends with successful client intake. Here are three ways you can improve your client intake and improve your practice.


Emotional Distress for Legal Malpractice? Possibly…

Legal malpractice claims do not generally lead to recovery of emotional distress damages, but the Iowa Supreme Court is making headlines for reminding us there is always an exception to every rule.

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What Does Suspension Really Mean?

What does it actually mean when an attorney is suspended from the practice of law? What must he do? What must he not do? What may he do?


Show that You Care with Reception Area Reading

Most law firms forget that their reception area is a component of its client service. Provide good reading material for waiting clients.


Let Your Clients Tell Their Stories

Listen actively and attentively to your clients; it will help them open up to you and allow you to focus on the nuances of their story.


How to Defend a Deposition: Just Show Up

Protecting your client in a deposition is a matter of showing up. Plain and simple.