Entries by Julie Fleming

The Romance (or Not) of Practicing Law and Getting Business

Over 10 years ago, David Maister (a now-retired advisor to professional services firms) wrote a brilliant article distinguishing the relational and transactional views of client relations.  Here’s the crux of Maister’s argument: In The Trusted Advisor (Free Press, 2000), my coauthors and I pointed out that building trusting relationships with clients leads to many benefits: […]

Build client value

When you recognize a problem that a client is facing and you offer help, you create real value for your client. I’ve written previously about how an offhand conversation with my contractor Oldrich resulted in my purchasing property in Wyoming with his help. Making that purchase realized a long-term dream for me, and it created […]

How to deliver exceptional client service

During previous research, I ran across a nice article titled, “How to Deliver Exceptional Client Service.” Written from the perspective of a web agency, the article starts with the bold-but-obvious thesis that just doing what the client hired you to do isn’t exceptional, nor will it set you apart from your competitors.  Consider this: “You […]

Client service lessons from a hospital stay

Client service is one of the foundations of business development. Why? First, client service is the heart of your practice and should be well-executed for that reason alone. And second, excellent client service makes it more likely that you’ll get repeated and expanded client engagements as well as referrals from happy clients. As lawyers, though, […]

Educate them!

I’m serving as an officer in the ABA Section of Science and Technology Law, and I’ve been on the planning committee for an upcoming conference that will be useful for many readers. So….. Please Join Us at the Third Annual Internet of Things National Institute in Washington, DC on May 9-10! We live in a connected […]

Meeting Client Expectations… Or Not.

One of the top client complaints received by bar associations across the country has to do with lawyers’ failure to return telephone calls.  I haven’t seen statistics, but I suspect that clients also complain about lawyers who fail to answer email.  Clients expect that their lawyer will communicate with them in a timely manner, and […]

Silence May Not Mean Satisfaction

You’ve probably heard it before: it’s much easier to source new business from an existing client than from a non-client.  You may also know that many clients judge their experience based largely on the day-to-day interactions between you – how well you serve the client, in other words.  Studies show that clients unhappy with the […]

What makes you special?

Every professional has some skill, opportunity, or attribute that few (if any) others can access. You may have heard the marketing acronym USP, which typically stands for Unique Selling Proposition. A USP refers to those distinguishing factors. Identifying your USP is key not only to letting your potential clients know what makes you different and why […]