Here are some of my favorite posts.  I hope you enjoy them.


Resolve to Support the Causes Your Clients Do

IMGP3575

If you’ve got a big client, odds are they’ve got a pet project.  Whether it is for a community organization, charity, civic group or volunteer event, supporting the causes your clients do can deepen your relationship with them while benefiting those in need.

That’s why, in 2010 you need to Resolve to Take Care of Clients’ Pet Projects.  For every client, find out what kinds of charitable groups or causes they support (and why).  Armed with this knowledge, here are a few things you can do:

  • Get on the group’s mailing list, so you’ll always know how you can help.
  • Donate money or goods to the cause’s auction in your client’s name.
  • Instead of spending your time entertaining your clients, spend that time volunteering with them in support of their cause.  You’ll get the same one-on-one time with the client, but will be helping out those in need.  As a extra bonus, you’ll probably also get an introduction to several of your client’s peers.
  • Find out what is the most pressing legal issue facing the cause (or its members), and offer to give a seminar to help them understand it better.
  • Donate a percentage of that client’s fees to their cause as your holiday gift the client.

Your clients will not only appreciate your interest in their cause, but you might gain an interest in theirs.  When that happens, everybody wins.

Resolve to Apologize Better

IMGP9009

Everyone makes mistakes.  Even lawyers.  That's why, in 2010, you should Resolve to Apologize Better.  

Why apologize?  Apologies increase client loyalty and reduce malpractice exposure.  But how do you apologize better?  Practice! 

Here's a great guide from Psychology Today (about apologizing to women) that sets out the six mandatory elements a good apology:

1. Acknowledge the Wrongful Act

2. Acknowledge that You Have [Caused Harm].

3. Express Your Remorse

4. State Your Intention Not to Repeat

5. Offer to Make Amends

6. Seek Forgiveness

Read the entire article for examples of language you should and shouldn't use, and practice apologizing.  You may find a well-timed apologize helps you as much as it helps your relationship with your client.

Ten Rules of Legal Innovation

“Innovative Lawyer” shouldn’t be an oxymoron.  Lawyers — who are constantly applying their creative, problem-solving skills to help clients — too often turn their innovation engines off as soon as their “billable” work ends. 

If you’re a lawyer, and willing to set aside some time to innovate, I am happy to help you.  Until then, I give you my Ten Rules of Legal Innovation.  Enjoy!

1.  The practice of law requires precedents. The business of law does not.  Knowing that other firms aren’t doing what you are isn’t cause for concern, it’s cause for celebration.

2.   There are (at least) ten things your clients wish you’d do differently, and I bet you don’t know what they are.  Innovation begins with conversation.  Engage your clients so they’ll keep engaging you. 

3. If you’re the first lawyer to do something that other businesses have been doing for years, it isn’t innovative, it’s about time.

4.  When you focus on being just like your competitors, the worst thing that can happen is you might succeed.

5.  If you have to tell your clients you’re being innovative, you probably aren’t.

6.  Innovation is just like exercise.  It isn’t particularly hard to do, but you won’t see results if you don’t practice it regularly.  Also, the more you do it, the better you’ll look (to clients).

7.  The best ideas in your firm will come from your staff.  While you’re paying attention to your clients, they’re paying attention to your business.  Ignore them at your peril.

8.  To be a more innovative lawyer, look inside the profession for motivation, but outside the profession for inspiration. 

9.  Your failure to capture your ideas is directly proportional to your failure to implement them.

10.  Remember, though your clients may tolerate your failure to innovate, they’ll never forgive your failure to care.

If you enjoyed these, check out my other posts in the series:  Ten Rules of Legal Technology, Ten Rules of Hourly Billing and Ten New Rules of Legal Marketing

Also, if you’d like to get more ideas like these in real time, follow me on Twitter.

The Curse of Almost Done

A few days ago, I wrote about how I was suffering from The Curse of Almost Happy. I realized that being “close to” fulfillment in my life and career wasn’t close at all. So, as I’ve spent this past weekend knocking off several things on my “To Do for Too Long” list, it hit me…

Is your website for your clients or for your peers?

Inspired by this venn diagram found on Business Pundit,  I thought I’d do one for Law Firm Websites:

Ten New Rules of Legal Marketing

Legal Marketing has changed.  It used to be enough to keep an ad in the yellow pages and belong to the Rotary Club.  Not anymore.  Times are tough, so I present to you Ten “New” Rules of Legal Marketing.  Let me know what you think. 1.  “My lawyer can beat up your lawyer” isn’t a…

Your Clients Don’t Care Where You Went to Law School

After my Law Firm Website Venn Diagram got such great feedback, I thought I’d do another highlighting one of my big pet peeves: lawyer bios.  Here you go:

The Haiku of What You Do

I’m a fan of Haiku, and have been doing an exercise based upon it for several years now at conferences and law firm retreats.  Instead of the 5-7-5 syllable format, I ask my audiences to answer three questions, using just five words for the first question, seven for the second and five again for the…

Rethinking Your Firm’s Bills

If your clients designed your bills, what would they look like?  Would they be easier to understand?  Contain useful case status information?  How about upcoming dates or milestones?  Would your bills include information about the people who worked on the case that month?  How about a report card seeking monthly feedback about how you’re serving…

Ten Rules of Rainmaking

I often quibble with the term “rainmaker” because I think it too often describes lawyers more interested in getting new clients than in keeping current ones.  However, because “10 Rules for Business Development,” and “10 Rules for Keeping Clients So You Don’t Have to Replace Them” don’t have the same nice ring as “ 10…

Create a Menu for Your Practice

Do you know all the kinds of things your firm does?  Perhaps you should take a page (literally) from the restaurant industry and create a “menu” of your services.  Though you may not decide to use it with clients, merely deciding what goes on the menu — and what gets left off — makes you…

Thank Your Clients This Year

You have just enough time to send out Thanksgiving cards to your clients this year.  Why Thanksgiving cards instead of other holiday cards?  Here are a few reasons from this 2008 post: Thanksgiving is a holiday about giving thanks.  Thanksgiving is the perfect opportunity to offer your clients a genuine “Thank you for being our…

Explain the “Why” to Your Clients

Smashing Magazine has published a tremendous guide to designing an easy to understand e-commerce checkout process for web sites.  If you take credit cards on your site, it is a must-read. However, even if you don't charge people on the web, you should check out the article anyway, because it explains something about collecting sensitive…

Ten Rules for Law Students

Over a year ago, I wrote 15 Thoughts for Law Students.  It was one of my first “Rules” posts, though I wasn’t calling them that at the time.  Since then, it has been one of the more popular items on this blog, and was even republished in the Canadian Bar Association magazine.  I’ve revised it…

100 Tweets: Thinking About Law Practice in 140 Characters or Less.

I really like Twitter.  For those who follow me, you know that I try to share lots of legal-themed tips, thoughts and ideas.  In fact, most of my Ten Rules posts started out on Twitter — where I’ll test 15-25 “rules” to see which ones work best before picking the ten favorites. However, there’s lots…

Resolve to Count Cards

As 2009 draws to a close, we all find ourselves with lots of stuff on our "to do" lists for the next year.  Whether your thinking about finding time to meet your deadlines, accomplish your goals or even follow your resolutions, there never seems to be enough time to do it all. As you begin…

Best of NBH: Ten Resolutions

I’m going to be re-sharing a few dozen of my favorite posts from this blog over the next several weeks. This is an excerpt from one of my all-time favorites, written in December 2008 as part of my Resolution series.  It still resonates with me today.  I hope you like it. 1.  Resolve to be better to…

Resolve to Let Clients Set Your Price

I’ve been using my “You Decide” fill-in-the-blank invoice, for over a year now.  In that time, I’ve found time and time again that my clients pay me more than I would have charged them.  And, in situations where clients demand a fixed price, I’m quoting them much higher prices (coupled with a money-back guarantee) than…

Resolve to De-Confuse Clients

What confuses your clients?  What are the things that your clients never seem to really understand?  Is it the directions to your office, your retainer agreement or their monthly bill? No matter how much you deserve it, undivided attention from clients is a rarity today.  Whether it is because of their email pinging, cell phones…

Focus on Quality of Experience

Lots of lawyers claim to be “results-focused.”  Clients want good results, after all, and marketing yourself as one “focused” on delivering them has got to be a lot better  (to clients, anyway) than being “timesheet-focused.”  However, I think  many lawyers who focus only on the result are hurting their clients (and their own practices).  Let…