Do You Know Who Your Client Is? Here’s a Strange (But Common) Situation.

From time to time I get involved in conversations with lawyers who have called in with a question or concern and as we talk through the situation it becomes clear that part of the problem is the lawyer doesn’t know who his client is. These are the times I find myself asking “How in the world does this happen?” It happens more often than you think!

When Your Great Reputation As A Lawyer Just Isn’t Enough

A few years back when Hurricane Irene hit we had two 80 foot trees uproot and come crashing down completely destroying our deck. While our home had just superficial damage the loss of the deck remained a very significant financial repair. We immediately called our neighbor because the previous year we had watched their builder construct a beautiful deck. He had a great reputation. But what happens when a great reputation isn’t followed up with great customer service?

New Series – 'Case Studies'

I’m going to start a new category/series here at BSP for learning purposes and to facilitate discussion. It’s called ‘ Case Studies’. It will primarily focus on ‘how one gets and loses clients’ which is foundational to marketing – the whole (potential) client experience.