Nobody likes conversations with clients who are complaining about the size of their bills. If you respond with something like “I think you’ll find that our fees are commensurate with other firms of our size and experience”, you’re missing an opportunity.

Ideally, clients should not be surprised by the amounts of their bills; if you’ve communicated with them throughout the matter, they should already know what to expect. But what they’re really asking is “What do I get for all this money?” That’s when you need to have the Value Talk.

To a client starting up a business, the value . . . [more]

Recently, I’ve been spending a lot of time with clients helping them with Succession Planning. To put it bluntly, it appears that succession planning is an “issue” for the industry. This shouldn’t come as a surprise to anyone since the youngest of the Baby Boomers will be passing the age of 50 in 2015 (and the oldest will turn 69). The pressures of succession planning can be felt on the shoulders of law firm senior management and they are trying to find solutions – fast.

But are they looking for solutions in all the rights places? I’ve been included in . . . [more]

I worked with a client the other day to figure out what strategy she should put into place to maximize the 60 business cards she picked up during a 2-day conference that was truly filled with people who are her target market. First and foremost it’s about building relationships, so where do we begin?

The first “touch” needs to be a very personal email, referring to the interaction at the conference. This presented a problem for my client since she couldn’t remember something specific about each of the 60 individuals she met. It’s not unusual… 60 people are too many . . . [more]

As a small business owner, I seek out and use tools to help with efficiencies – one of which is an online invoicing system, FreshBooks. I’m nothing more than a happy customer with a story to tell about how they engaged with and dazzled me.

Like many lawyers, billing is my least favourite activity. After much belly-aching, whining and sniveling with a colleague, I was referred to an online invoicing system that made this dreaded time-consuming task a little easier, and I’m now well underway.

On one particular recent evening, I settled in to start billing. All my billable time . . . [more]

There are two somewhat related media consumption patterns happening right now that most law firms haven’t given much thought to yet – mobility and distraction. You can use these developments to your advantage by building modular content that can be sliced and diced in a variety of ways to help you get more mileage out of your lawyers’ substantive writing and create a more unique online presence for your firm. Let me explain. . .

The first pattern is the ongoing shift to consuming content on mobile devices – by which I mean phones and tablets (and by all that . . . [more]

After lawyers’ profiles, some of the most frequently visited parts of law firm websites are the Frequently Asked Questions section and Case Studies. Which two website sections are the most difficult to get lawyers to contribute? FAQs and Case Studies.

It shouldn’t be difficult to figure out why FAQs and Case Studies are so popular. When we have a question nowadays, we don’t go to an encyclopedia, we hit the Search button on our electronic device of choice and enter a search term. If your website comes up in a client’s search for the meaning of some arcane term in . . . [more]

One of the biggest mistakes law firms make in their marketing is abdicating all of their responsibility for marketing to a marketing professional and taking the lawyers entirely out of the equation. While marketing professionals certainly have their place in law firm marketing, some marketing and business development tasks are best tackled by the lawyers themselves.

Marketing professionals can help lawyers and law firms create professional marketing pieces, develop ads, generate marketing and editorial calendars, do the initial set up of newsletters, websites, social media accounts and blogs, create designs and themes, find images for posts, handle the technical aspects . . . [more]

It happens all the time in organizations, people get so busy doing their own work they stop hearing what other people in the company are working on. Although understandable to some extent, there are two really big issues that can arise because of it – both of which affect your clients.

We are all trying to get more revenue out of the clients we already have. Unfortunately we know that too many people only focus on the work they do for a client and we fail to learn as much as we can about the client. This has been discussed . . . [more]

You have 20 years of practice and a single paragraph biography? Really? You’re not making this easy for me.

I heard your name at a recent meeting and thought we could use your expertise to resolve an issue we’re struggling with. I found your firm website, but didn’t learn enough about you or your services to take the next step and contact you. I’ll dig a little further and see what I can find online about you. Oh, wait. There’s someone else who can help us … they know our business and have listed some of their experience. Perfect. I’ll . . . [more]

How many times have you heard…“Don’t get too excited… You don’t want to be disappointed.” I bet, a lot!

When is it time to get excited about a new case or new project? When the client says they’re moving forward or when they sign the engagement letter or when you receive the check? In my book… all of the above!

The other day I was coaching a client and he shared with me that his client said they would be moving forward on the project. My client said cautiously that he always waits to see the check before he believes . . . [more]

Some firms have taken the approach that they no longer wish to spend money on exposure. They believe that through healthy partnerships, they will be able to increase revenues with current clients and through the referral process continue to grow their business. Is that possible, quite likely but are there possible problems, absolutely.

By exposure I’m referring to everything from advertising to sponsorship to community events. There are so many different ways to spend money and countless people hoping you will spend it with them but there is only so much that can go around. How do you decide how . . . [more]

A journalist recently asked me whether I agreed with the trend to single names for law firms, “given the traditional importance assigned to becoming a named partner.” My reaction was two-fold:

1. There’s not much point in agreeing or disagreeing with a trend: the question is whether or not you’re going to follow it.
2. I’ve yet to meet an associate whose ambition was to see his or her name plastered over the reception desk.

I ended up commenting on why I think the trend exists. That set me thinking about names as an aspect of marketing.

Back when Toronto’s Hospital for . . . [more]