My Client Fired Me But It Wasn’t My Fault…Or Was It?

We’ve all been there. We thought we had a great relationship with a client and the next thing we know we’re getting a letter from another attorney asking for our client’s file. You’re surprised, hurt, don’t understand what happened. You may even try to call the client but by this time the client isn’t necessarily forthcoming. So, you get upset for a while, or you celebrate because the client was a pain in the butt. But what you don’t really do is assess. You move on.

Therein lies the problem. You decide it was out of your hands. Wrong. You need to understand why the client fired you.

Falling Back In Love With Your Solo Practice

It’s been five years since I started my solo practice. In that time, I’ve had many ups and downs. I’ve struggles at times – with depression, with stress and burnout, with financial troubles, and with staff turnover that got me labeled “The Hatchet” by a friend in the staffing industry. I’ve thought about packing it in a time or two, going back to work at a Big Law firm, but I never did.

You know what? I wouldn’t change any of it.

How To Develop A Service Pyramid to Deliver Stellar Client Service Every Time – Guest Lecture with Christina Burns

Christina Burns is the Director of Client Happiness at Ruby Receptionists. Ruby’s understanding of customer service is so deep, their results so stellar, it is why this company is growing by leaps and bounds and you will only find they receive glowing reviews. Christina understands, and Ruby Receptionists lives and breathes, customer service. They have developed a Service Pyramid which is at the core of their client service. Today, Christina will teach you how to implement your own Service Pyramid to improve your clients’ experience with your law firm. Listen and learn.

Protection Of Law Firm And Client Data Must Be Intentional (Part 2)

In my previous column, I discussed how cyber liability is a serious risk management issue for lawyers, given our Rule 1.6 duty to maintain the confidentiality of client information. Given the high profile cyber attacks against Target, Sony Pictures Entertainment, the United States Government, and the Ashley Madison website; many law firms may believe they are not big enough to be a target, or they don’t have data that cyber criminals would find attractive. These law firms would be wrong on both counts.

The Rezooming Mess: When Your Office Looks Like A War Zone.

In the big scheme of things, I confess my rezooming office is a mess. I know where everything is. Yet my family walks by and scratches their collective head. This past January, I addressed the piles of paper in need of filing. I emptied out my office completely, putting everything in like/kind piles on my dining room table. I knew the organizational process would take time but clearly I would be done before I needed to use the table again. But is a messy office the sign of a brilliantly creative mind?

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!