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All posts tagged Client Service

Current news almost always creeps into the conversations during client feedback interviews. And lately, we are hearing a lot from sophisticated clients about the growing focus on managed services and the increasing legal professional headcounts in the Big Four accounting firms. As you would expect, it’s the tax and M&A folks in companies that have […]

During the proverbial dog days of summer, outside counsel often assume clients are disinterested in interacting with them and are taking some kind of “break.” But like many assumptions made by law firm lawyers, this one is worth rethinking. We find in our conversations and interviews with in-house counsel that August is often a time […]

This is the third post in a three-part series on succession planning. You can find the first post here and the second post here.  Many senior lawyers are not receptive to the notion of retirement, which makes the succession/transfer of clients to younger partners difficult to say the least. As I noted in a previous […]

Wicker Park Group periodically revisits some of our most popular blog posts. This post, one of our most read last year, originally appeared in October 2017. Clients are increasingly asked to do more with less. They have greater responsibilities, have more work to do and often spend all day going from meeting to meeting or […]

It is hard to believe that we are halfway through 2018. Time flies when you are having fun! Many of you have vacations planned over the next several months, and summer is a perfect time to step back and assess what you are doing well and where you might need to check in with your […]

At WPG, we read (and listen) a lot. We read online resources like business and legal publications and listen to podcasts and audiobooks. I personally like good old-fashioned books and just finished The Culture Code. In it, Daniel Coyle unravels the secrets of highly successful and high-performing groups and offers some great tips and tools […]

In the last two weeks, I have conducted 18 client feedback interviews for a variety of firms across industries ranging from high tech to old-line manufacturing. Interviewees have ranged from general counsel to entrepreneurs to F500 CFOs to intellectual property managers. Many of the GCs and other clients share similar top-of-mind concerns and needs. And […]

This is the second post in a three-part series on succession planning. The first post was published in May. When is the best time to retire? It’s a complicated question with no cookie-cutter answers. Timing may be the most important ingredient in a successful retirement—and client transfer—recipe. This is particularly true for law firms. Many […]

Particle physics and astronomy both attempt to understand our universe from two different vantage points: one immediate observations of the infinitesimally small, and the other grand-scale observations of ancient light and energy. Micro versus macro. On a macro level, quoting from the recent widely-read Open Letter from 25 General Counsel, “leaders of the legal profession […]

Tara Weintritt, Partner, Wicker Park Group Daniel H. Weintraub, Managing Director and General Counsel, Audax Group Here at Wicker Park Group, we have been interviewing clients on behalf of law firms for over a decade. The feedback has evolved after more than 3,000 interviews, but the core messages are similar. Clients want you to spend […]

In 2016, we shared a popular blog post about the four rules of loyalty laid out by Peter Shankman in his book Zombie Loyalists, which is a study in how to create rabid fans. The legal landscape is changing rapidly, but these essential strategies to build loyalty remain relevant and are worth sharing again. Be transparent. While it was much […]

Too often, outside counsel misconstrue what it means to understand a client’s business. They confuse the simple concept of what a company does with a deeper understanding of why the company does it and how it is impacted by broader industry trends. In many client relationships, outside counsel wait for the phone to ring, listen […]

This is the first post in a three-part series on succession planning. I’m currently working with a young partner at a Midwest firm of 300+ attorneys. Her business development plans include what she calls her “inheritance strategy.” As the name implies, she is working with a senior partner to acquire his clients when he retires. Yet, […]

There is a recurring theme among our client interviews and electronic feedback surveys these days, and acting on it is a win/win for clients and lawyers. Clients want their lawyers to be more proactive and routinely tell us they wish their lawyers would take the time to pick up the phone, schedule a visit or […]

Advanced technology was supposed to free us up to work less, spend time with our loved ones and pursue hobbies. Instead, these devices are just shackling us to work and creating blurred lines between our work and personal lives. Everyone is just working more, and that’s especially apparent in our industry. In the past few […]

The weather should be better, and the days are getting longer. Spring is upon us, which means it’s time to contemplate some professional spring cleaning. The legal-industry version of spring cleaning is not much different from what you do around your house and in your personal life to get organized and leave behind winter hibernation. […]

Wicker Park Group periodically revisits some of our most popular blog posts. This post originally appeared in May 2017. At Wicker Park Group, we conduct many business development workshops each year and believe strongly in the value of case studies as the best way for attorneys, usually acting in groups, to practice “meeting” with a […]

Whenever I attend a conference, tradeshow or social gathering with people I have yet to meet, I make it a point to try and add a few new friends or professional contacts to my network. Sound familiar? Yet it is not unusual for me to forget the name of a new acquaintance. I am often […]

We’ve been traveling to see our clients a lot this spring, and I’ve been averaging two cities a week for a few weeks now. Last week, I noticed a change. There were more families, more packs of unaccompanied young people wearing college party t-shirts, more suntans and more frustrated business travelers navigating around people stopping […]

If feedback was easy, then it would happen every day, in real time, and there would never be a single doubt about any of the themes most critical to every client-law firm relationship: Do you understand your clients’ needs? Do you know how to make their lives easier? Do you know what is important to […]

It was fourteen years ago, while CMO at a fast-growing law firm, that I interviewed—and eventually hired—one of the best sales professionals in the legal industry. Our candidate was introduced to me by a partner at the firm who understood the value a sales professional could bring to the success of the firm. Hiring new […]

As some of you know, my family has undertaken a fairly extensive home construction project that involves digging out a basement and adding 1,400 square feet of livable space. The selection process for choosing our architect, builder and finishing crew reminded me of how in-house counsel talk about their selection of outside counsel. We asked […]

Let Me Count the Ways…

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In anticipation of Valentine’s Day, I decided to take a look at WPG client feedback reports from the past few months to see what clients say they really love about their law firm relationships. Clients really feel the love when their outside counsel are generous, insightful, adaptable, consistent, collaborative, fun to be around, thoughtful gift […]

Throughout my many years working with law firms, I have found that interactive games can be a welcome addition to any firm retreat. In particular, games that help lawyers learn more about their colleagues are often more effective than traditional practice group panel presentations. As firms grow and change, it is important for individuals to […]

Building client loyalty—particularly in this legal environment—takes real effort. You need to design your clients’ experiences, and that must incorporate the voice of the client. This May 21-23, join Wicker Park Group in attending CXps 2018 (Client Experience in Professional Services) and learn how to design client experiences that succeed. Learn more and register here.

Adaptability. In every conversation I have with in-house counsel and the lawyers who support and serve them, the single most important trait clients value and lawyers pride themselves on is adaptability. Often other words are used to describe this highly valued trait, but it really comes down to adaptability as the key to successful relationships. […]

Wicker Park Group periodically revisits some of our most popular blog posts. This post, our most read in 2017, was originally posted in November. Those readers familiar with Wicker Park Group are aware of our key theme in 2017: Adding Value. For those of you new to the concept, adding value is one of the […]

Wicker Park Group periodically revisits some of our most popular blog posts. This post, one of the most read in 2017, was originally posted in October. It is budget season for most AmLaw 200 firms, and most of our clients are evaluating their budgets from last year and reevaluating initiatives, priorities and money spent. We […]

I recently helped a former colleague explore new job opportunities, and I was reminded of how often we rely on making connections. We network both professionally and personally constantly: seeking a new client, finding a recommended doctor, getting tickets to a sought-after event or finding the right office space. The list could go on and […]

December is a busy month for most law firms. In addition to the holidays and hectic schedules, it is budget and collection season for most firms, and everyone at the firm is laser-focused on closing out the year. Tensions are high, hours are long and conversations can be uncomfortable. Lawyers are pressed daily to collect […]

We’ve written countless blog posts about the importance of talking with clients “off the clock” to seek feedback and gain a better understanding of their businesses, strategic goals, preferences, priorities and pressures. The attorneys doing this well have seen the simple effort make a dramatic difference in the strength of their client relationships as well […]

Last week, I taught a public speaking class to a group of five first-year associates at a mid-sized law firm. All of the associates were fast approaching—or initially enjoying—their 30s. They were smart, energetic and happy to be in a reputable firm with a good-paying position to help defray law school debt. As we reflected […]

Those readers familiar with Wicker Park Group are aware of our key theme in 2017: Adding Value. For those of you new to the concept, adding value is one of the most important qualities necessary to building long-term, trusting, meaningful client relationships. Clients routinely mention adding value as one of the key differentiators of their […]

Clients are increasingly asked to do more with less. They have greater responsibilities, have more work to do and often spend all day going from meeting to meeting or conference call to conference call. Email is often the best way to get messages to clients during hectic days, but their inboxes are on overload. Many […]

As firms plan for 2018, we spend a lot of time talking with existing law firm clients as well as those that are (finally) prepared to launch a formal client feedback program. As part of that conversation (and even in formal RFPs), we are asked to share our philosophy on client feedback. Our philosophy can […]

This is the third of three posts on introductions. In our first post, we focused on introduction fundamentals of effective in-person introductions. Introductions are personal, positive and connective. They build goodwill with very little effort.  Most rainmakers are good networkers, in no small part because they know how to connect people through introductions. Introductions are […]

It is budget season for most AmLaw 200 firms, and most of our clients are evaluating their budgets from last year and reevaluating initiatives, priorities and money spent. We are seeing a few trends from our clients regarding priorities in 2018: Client feedback is at the forefront and driving strategy, growth and priorities at leading […]

Last week, we spent two days facilitating business development workshops for two different groups of attorneys at one law firm. The participants came from different offices and practice areas, and there was a diverse mix of experience levels, comfort with business development and communication styles. At the end of each day’s learning, we asked participants […]

The two most frequently asked questions we answer when working with our clients at the beginning of any engagement are: How do we handle difficult feedback? What happens if we don’t have a formalized system to act and follow up on the feedback we get from our clients? Those two questions are more connected than […]

At WPG, we read a lot. In the spirit of back to school and reporting on “summer reading,” I share recommendations for two great books about the skills that clients we interview often describe as the traits distinguishing extraordinary from average legal service. Empathy, emotional intelligence, communication skills and the ability to cultivate relationships are essential […]

Given what we do for a living, we are often traveling by plane and spend quite a bit of quality time with specific airline carriers. The three of us happen to fly three different airlines, but the experience tends to be the same (not unlike the experience with similarly-sized, capable, leading law firms.) Air travel […]

Firms today are missing out on work because they’re failing to invest in a hugely important client contact: the in-house legal operations professional. Building relationships with GCs and in-house counsel is very valuable, but it often fails to translate into more work if you’re not also communicating regularly with the director of legal operations team. […]

We will periodically revisit some of Wicker Park Group’s most popular blog posts. This one, originally posted in June 2016, was one of last year’s most read posts.    I am a devoted fan of National Public Radio and suspect many who are reading this post also find their news stories both informative and memorable. Nina […]

We always tell our law firm clients that communication is the key to the best client relationships. And communication takes many forms: the written word, the business-practical and commercial advice, the tone you set when talking to in-house counsel, the way in-house counsel want and expect to communicate for any and every matter and, of […]

We will periodically revisit some of Wicker Park Group’s most popular blog posts. This one, originally posted in June 2016, was one of last year’s most read posts. At the recent Client Experience in Professional Services conference in Durham, North Carolina, Stan Phelps shared his insights about winning the hearts of customers and influencing positive […]

I get the pleasure of seeing some pretty amazing places of business for my job. We get sent to all sorts of businesses all around the world to interview law firm clients and learn about their businesses and how the law firms can serve them better: manufacturing plants, industry giants, privately-held businesses that started from […]

Interview With Rich Cohen, President and General Counsel Corporate Creations Corporate Creations is the third largest provider of registered agent and compliance services nationwide for Fortune 1000 companies, Global 2000 companies and private companies. It also provides registered agent services for many law firms and their clients. Corporate Creations is a privately held company. It […]

The following article, written by Susan Kostal, was posted June 1 as part of JD Supra’s Perspectives series. I’ve attended many panels where in-house counsel share their likes and dislikes, but in the last year the tone has changed. In-house attorneys are increasingly dissatisfied, they tell us, because they can’t have the kind of conversations they […]

If you are like me, most weeks you find and save an article or two about legal marketing and business development. This past week, while sifting through the stack, I was reminded of a scene from the movie Finding Forrester. Released in 2000, it is the story of an unlikely friendship between a reclusive writer […]

We will periodically revisit some of Wicker Park Group’s most popular blog posts. This one, originally posted in June 2016, was one of last year’s most read posts. One of our more popular blog posts in 2015 talked about the importance of actively listening to clients in a world of many distractions. We quoted author Sherry Turkle’s observations about […]

For the last decade, we have worked with firms to launch, lead, develop and support client feedback interviews. And in almost every firm, the managing partner or chair is either already conducting relationship visits or planning to do them as soon as possible. They often come to us to discuss how to both train the […]

At Wicker Park Group, we conduct many business development workshops each year and believe strongly in the value of case studies as the best way for attorneys, usually acting in groups, to practice “meeting” with a client prospect for the purpose of developing rapport. Consistently, the experience is eye-opening. In practice, most lawyers spend too […]

Make It Easy

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At the beginning of 2015, I was given the great opportunity to become a strategic partner with the Wicker Park Group, the preeminent firm focused on client feedback in the legal industry today. At our first meeting, I asked the group: “After more than 2,000 client feedback interviews, what is it that clients care about […]

The bar is low. Despite tremendous progress in the past 20 years, law firms continue to lag behind their clients’ industries and other professional service firms when it comes to innovation, client experience and client engagement. Again and again, we hear law firm clients say the attorneys and law firms that stand out from the […]

It happens. General counsel get fired—and sometimes fired very publicly. And law firms are rarely prepared for the unexpected people changes at their clients, let alone have a clear plan as to how they might impact the work and the larger client relationship. Ironically, law firms spend significant time thinking about what may happen if […]

As an alum of Chico State in California, I get the college’s newsletter a few times each year. I recently received one that caught my eye and reminded me of my current work training lawyers on business development. The business school staged a “Sweet Sixteen” competition that tested students’ strategic selling skills. The students, all […]

Wicker Park Group is revisiting some of the processes around Client Feedback Interviews in a new series of blog posts called “Back to Basics.” This is the third article in the series. You can find the first article about how to choose clients for feedback here and the second article about the importance of preparation here. Most […]

At the end of a client feedback interview last week, the senior in-house counsel I was speaking with summed up the relationship by saying, “At the end of the day, they get all my work because they make me look good.” It is that simple. In an era where competition is greater than ever and […]

Many years ago, one of my prior firms looked to hire its first business development “lead generator.” The candidate we selected had graduated from law school and served as a client of the firm. He had an impressive network of contacts and understood his role—linking potential clients with attorneys at the firm. To avoid potential […]

Wicker Park Group is revisiting some of the processes around Client Feedback Interviews in a new series of blog posts called “Back to Basics.” This is the second article in the series. You can find the first article about how to choose clients for feedback here. Whether conducting interviews face to face or via telephone, we recommend […]

Wicker Park Group is revisiting some of the essential processes around Client Feedback Interviews in a new series of blog posts called “Back to Basics.” This is the first article in the series. Check back regularly for updated entries. Unless you have unlimited time and resources, it is impossible to visit or call every single firm client […]

As is customary, the New Year brings with it a variety of resolutions, plans and promises. As such, this is a great time to outline and schedule business development training for the year. Along with the traditional marketing and communication responsibilities, today’s CMOs are expected to oversee new and evolving business development and sales initiatives, […]

We will periodically revisit some of Wicker Park Group’s most popular blog posts. This one, originally posted in June, was one of this year’s most read posts. Last week, a friend of mine here in New Orleans asked me for a referral for a good internal medicine physician. Being a corporate lawyer by training and practice, I […]

End-of-the-year travels have had me on more airplanes, staying in more hotels, eating in more restaurants and visiting more law firm offices than usual. During my travels, I experienced some of the best and some of the worst hospitality imaginable. On one trip, weather and travel delays typical of the season resulted in missed connections, […]

Many law firms understand how to meet their client’s biggest and most obvious client service preferences. We’ve all laughed about (and learned from) the story of the firm that FedExed its RFP response to UPS and was summarily dismissed from the process as well as the firm that forgot to remove competitor products from the […]

We will periodically revisit some of Wicker Park Group’s most popular blog posts. This one, from November 2015, was one of last year’s most read posts.   There seems to be a theme with our clients these past few months: change. We have three different clients who recently hired new CMOs, and there are significant changes […]

Wicker Park Group recently had the opportunity to speak with Doug Luftman, the Chief Innovation Officer and General Counsel at Lecorpio. He shared insights on what GCs are looking for from outside counsel and how to develop and strengthen those relationships. Luftman said, “The most valuable thing is outside counsel being savvy about my business and having true […]

The election of Donald Trump as President has sent shock waves around the world. Indeed, the unexpected outcome has created many questions and much uncertainty about what will happen in the next few months and years. What opportunities does this transition of power to a business executive with strong conservative leanings but no government experience […]

Fall is one of our busiest interview seasons at Wicker Park Group. Just last month, I conducted over 30 individual interviews. The companies ranged in size, revenue, region, complexity and legal department sophistication, yet the feedback themes were very consistent and tended to focus on communication. Firms received praise and appreciation for frequent, collaborative, consumable […]

While I was talking to a law firm partner about one of her most significant clients last week, she said, “Every time we have face time with the client, we walk away with several new projects. But that is so hard because we are so busy just managing the work and their complicated financial reporting […]

In the past month, I have moderated multiple in-house counsel panels (both in public forums and at private law firm retreats), interviewed more than a dozen in-house counsel and led client service workshops at law firms. In every instance, I was struck by the widening gap between what clients want from their outside counsel and […]

How to Lose a Client

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We will periodically revisit some of Wicker Park Group’s most popular blog posts. This one, from October 2015, was one of last year’s most read posts. After twenty years as general counsel of a financial institution and a large medical center, I have heard plenty of complaints from our executives about working with outside counsel. In […]

Every Saturday morning, five baby boomers including myself join together for a 4- to 5-mile run. We’re not fast, but we are committed and make it whenever we can. Four of us work in legal: one is a solo practitioner, two work in different mid-size firms and me (the token business development consultant). Bob, the […]

Wayne Gretzky is famous for being one of the greatest hockey players in history. He is also known for inspiring thousands with his quotes. One of my favorite Gretzky quotes is: “I skate to where the puck is going to be, not to where it has been.” It is simple but incredibly powerful and exactly […]

I recently had the opportunity to perform my civic duty as a juror. While the timing was inconvenient and the case not all that interesting, the experience provided a great perspective on the dramatic impact of strong communication and meeting facilitation skills. The case was relatively short, and there were only three witnesses called. The […]

I was recently challenged to explore what client service will look like in 2026. The good news is the conversation has already started, but the bad news is law firms have a long way to go. It is great that the idea of “client service” is authentically being explored within law firms, but what many […]

One of the most important and sometimes overlooked skills associates need to perfect is the ability to lead/facilitate a variety of group meetings and discussions. Presentations to practice and industry group colleagues, pitches to prospects and business meetings with clients are just a few of the more common situations that demand effective leadership/facilitation skills. Leading […]

We will periodically revisit some of Wicker Park Group’s most popular blog posts. This one, from November 2015, was one of last year’s most read posts.   “While our attorney conveys knowledge and supervises other attorneys, we don’t see a successor. But we don’t see one in any law firm. There is no incentive to do […]

When discussing client relationships and client service with law firm leaders, we are often asked a question I find surprising: When is the best time to go visit a client? Before delving into the answers to that question, we often set the stage with the lawyers (and the marketing and business development professionals) we are […]

Early in my law firm marketing career, I held an in-house position at a Pacific Northwest law firm of approximately 150 lawyers. I was asked to speak at the firm retreat. I shaped my presentation around the basics: Focus on relationships, distinguish yourself through client service and always be responsive. As I opened the floor […]

As mentioned in a recent blog post, we at Wicker Park Group love to read and love to share favorites with each other and with clients. Amid the many excellent books that address the client experience, we picked one particularly standout book to share with clients this year: Zombie Loyalists by Peter Shankman. Zombie Loyalists […]

Books to Inspire

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Summer reading has remained an ingrained habit from school days. At WPG, we are all avid readers and share book recommendations across genres. We read everything from current bestsellers and biographies to cookbooks and of course business books. Our 2016 summer reading focus at WPG has been on understanding the “client experience,” and we’ve all […]

Last week, a friend of mine here in New Orleans asked me for a referral for a good internal medicine physician. Being a corporate lawyer by training and practice, I don’t know which internal medicine physicians have the best skills and experience. But I do know from personal experience which doctors sincerely care about my […]

Part Two in a series devoted to presentation skills. Read the previous post on teaching presentation skills here.  I am a devoted fan of National Public Radio and suspect many who are reading this post also find their news stories both informative and memorable. Nina Totenberg, who covers the Supreme Court, is a particular favorite of mine. […]

One of our more popular blog posts last year talked about the importance of actively listening to clients in a world of many distractions. We quoted author Sherry Turkle’s observations about putting away your cell phone to invest in the conversation and connect. But what about when you’re not in person but talking on the […]

At the recent Client Experience in Professional Services conference in Durham, North Carolina, Stan Phelps shared his insights about winning the hearts of customers and influencing positive word of mouth. Phelps is the author of What’s Your Purple Goldfish?, and his crowd-sourced stories resonated with the audience of engineering, design, architectural, construction, legal and financial […]

The massive uptick in how corporate legal departments and law firms are collecting data to make smarter decisions in any number of areas may very well disrupt the legal industry. But Big Data is not a replacement for Little Data: the voice of the individual client. From IBM’s ROSS and Watson to Mitratech’s March acquisition […]

Whether the situation calls for a young associate to explain the applicability of a new statute to colleagues, a partner to present a client proposal or an industry group chair to deliver the keynote address at a conference, all lawyers must be able to deliver an effective group presentation. Indeed, the ability to prepare for […]

“When I select attorneys to handle a matter, I really look for a team. I want the leader to be familiar with the case and giving people direction. I don’t expect him to get in the nitty-gritty from day one, but you do really need a very smart guy to be in the details and […]

In my career, I have had the opportunity to be general counsel for a bank holding company, a large state medical center and a state bar association. Each entity was different in terms of its leadership and operating procedures. However, there were certain common principles that guided outside counsel selection. Keep these mandates in mind […]

We play and watch games throughout our lives. Own a frequent flyer card? You qualify as a player. Buy an occasional lottery ticket? Play recreational sports or video games? Yep, you’re a player. Games are everywhere in our culture, and they can be an effective tool to help lawyers succeed at business development. After all, […]

As the weather warms, I find myself wanting to do household spring-cleaning chores while also dreading the effort. I long for a day to pack away winter coats and make room for lighter, brighter clothes in the closet, to replace storm windows with screens and to clean outdoor furniture in preparation of porch sitting. Then […]

In a recent client feedback interview, a deputy general counsel told a common story. He had all but forgotten the Thursday deadline for a filing in a litigation matter of medium importance. His regular outside litigation counsel had a conflict, and he was trying a new firm on the recommendation of a colleague. The firm […]

Not long after I made the move from law firm practice to general counsel at a Texas financial institution, I observed that the senior executives at our holding company (the key decisionmakers) all had internal people within the bank who served as “coaches.” These coaches were not the ultimate decisionmakers within the bank regarding projects […]

In some businesses, clients view their lawyers as impediments to making things happen. Those clients often work with outside counsel who throw up roadblocks and tell them why something won’t work instead of seeking a solution to the challenge. The roadblocks can be anything from regulatory hurdles to plain old risk aversion or analysis paralysis. […]

Not too long ago I interviewed the CFO of a Fortune 1000 company who told me, “You picked a bad day to come visit me.” My response: “Great, I am glad we have something to talk about!” He then explained the background. Outside counsel had been confident in how a judge was going to rule—so […]

One of the most challenging jobs any general counsel encounters is guiding the company through litigation-related decisions. This process involves determining the company’s goals in the disputed matter, setting any budgeting constraints, choosing outside litigation counsel, assessing how much control and personal involvement in-house counsel and management want in the litigation, keeping company management informed […]

How much time do you typically spend each month seeking new clients? If you’re like many other firm lawyers, you are devoting great blocks of time to RFPs, speaking engagements, industry conferences, entertainment and much more in an effort to develop new client relationships. All of those activities are valuable and important, but you are […]

January 17 has been designated Ditch New Year’s Resolutions Day because that is about how long most people who make resolutions actually stick with them. According to research conducted by Statistic Brain, only 8% of resolution makers are successful with their resolutions. That’s a pretty sad success rate. According to Timothy Pychyl, a professor of psychology […]

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