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All posts tagged Communication

While the holidays are filled with beautiful traditions and special moments, this time of year can feel dominated by the to-do lists, gifts and stress. Over the last several weeks, the topics of holiday stress, wish lists and “managing it all” have become common discussions during our interviews or meetings with clients. We often ask […]

The Hustle and Bustle…

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This time of year, you don’t even need to ask friends and colleagues how they are doing. You know what the answer will be: “I’m so busy.” “I’m slammed.” “I am so behind.” “I’m so tired.” Our society equates value with busyness. But one of the best gifts you can give your clients, your friends and […]

We are entering the final months of the year, which is often a time of reflection (and collection). At WPG, we’ve been reminded of the valuable year-end actions that will show your clients you are listening and are focused on providing the best client service possible. No matter the stage of your career or your […]

Wicker Park Group periodically revisits some of our most popular blog posts. This post originally appeared in April 2017. When clients take the time to offer feedback, they give their lawyers and firms a gift. It is the gift of their time—a gift demonstrating they care about the relationship. But with that gift comes great […]

I have been in the legal industry for almost 20 years now: two decades of working with lawyers and law firms trying to create change, inspire innovation, improve the client relationship and help lawyers deepen and grow their books of business. I’ve learned a great deal, including that change is hard for this industry and […]

After graduate school and prior to attending law school, I taught college-level communications and theater arts for four years. What I enjoyed and remember most during those early years in my career was witnessing firsthand when a student would have an “aha” moment—understanding a concept or delivering a speech to an appreciative audience or nailing […]

Most lawyers tend to be good communicators. Either written or verbal, they thrive on words. After working with lawyers for over 20 years, one thing has stayed constant: In times of greatest strength and significant stress, lawyers find comfort in words. It is often what makes them excellent at their jobs, particularly the technical and […]

The fall back-to-school time has always been a better time for me to incorporate new habits or routines than January. I’ve never been one to make New Year’s resolutions. There is something about the shift from carefree, long and hot summer days to shorter, crisp fall days that seems to encourage a back-to-business attitude. So […]

While preparing for the recent three-part blog posts on retirement and client succession planning, I reached out to the Wicker Park Partners for their advice on the best ways for a senior partner to transfer client responsibility to a junior or mid-level partner. Not surprisingly, they emphasized the critical importance of client participation in the process. […]

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 […]

Brent Adamson, Matthew Dixon and Nicholas Toman have analyzed over 700 unique business-to-business purchases and identified seven distinct customer profiles: Go-Getters. Motivated by organizational improvement and constantly looking for good ideas, Go-Getters champion action around great insights wherever they find them. Teachers. Passionate about sharing insights, Teachers are sought out by their colleagues for their […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

Diversity Matters

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We tend to end our interviews with a parting question. It’s usually something along the lines of, “Is there anything we haven’t asked or discussed that you would like to talk about and/or we should have asked?” Interestingly, the last three of four interviews I have held concluded with the same response: diversity. Maybe it […]

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 […]

Take the Meeting

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As part of a recent business development workshop, we invited a friend (we will call him Bob) who is the “partnership partner” for a well-known venture capital fund to serve as the “prospect” for our case study. The context for the case study was intentionally sketchy because our prospect was neither responsible for—nor likely much […]

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 […]

This post was originally published in November 2014, but the tips are still relevant and valuable as we enter into the final weeks of the year. Happy Thanksgiving from Wicker Park Group! Here at WPG, Thanksgiving is one of our favorite holidays. It allows for cherished time with friends and family. Most of us, at […]

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 […]

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 […]

This is the second of three posts on the value of effective introduction skills. Read the first one, The Importance of a Good Introduction, here. Twenty years ago, I was working as the business development director for the Portland Office of Cooper & Lybrand, the international accounting firm that merged to form PricewaterhouseCoopers. The office […]

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 […]

At a recent leadership roundtable event, WPG facilitated a discussion among managing partners and firm leaders on what they most need from CMOs and marketing teams. The ideas that came out of the discussion aren’t earth shattering—but they are the most essential (and often unsaid) ways in which marketing teams propel their firms forward. The […]

This is the first blog in a three-part series on the value of introductions and how good introduction skills lead to better client service and new business. Check back soon for the second installment. Introductions are everywhere. Think about it: Who among us doesn’t enjoy introducing our friends and colleagues to each other? It’s easy, it’s fun […]

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 […]

It is the rare firm these days that does not offer some form of career and/or business development coaching services to its attorneys. Just about everyone in legal marketing has been asked to “coach” lawyers. Often, however, coaching attorneys in business development is easier said than done. And it can be complicated when succession issues […]

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 […]

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 […]

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 fifth article in the series. You can find the first article about how to choose clients for feedback here, the second article about the importance of preparation here, the third article about who […]

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 […]

Albeit unplanned and a bit happenstance, I have been interviewing quite a few alumni of our law firm clients. Alumni are great interview candidates for many reasons. They have insights and perceptions that go beyond the average firm client. They have “experienced both sides” and have an appreciation of what they would do differently. They […]

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 fourth article in the series. You can find the first article about how to choose clients for feedback here, the second article about the importance of preparation here and the third […]

When clients take the time to offer feedback, they give their lawyers and firms a gift. It is the gift of their time—a gift demonstrating they care about the relationship. But with that gift comes great responsibility. And unlike a traditional gift, you have to do much more than just send a thank you note […]

I recently attended a Birmingham LMA panel discussion moderated by Wicker Park Group partner Laura Meherg entitled “Lateral Integration & How to Avoid a Six-Figure Mistake.” Lateral hiring is often viewed as the number-one growth strategy for law firms. Because most law firms plan to hire laterals, I felt it important to share some of […]

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 […]

We have quite a few clients in the process of updating their websites and/or going through a brand overhaul. As many of you know, it is a massive undertaking both from a time and money perspective. But it is also a perfect opportunity to offer clarity to the marketplace on what your firm and lawyers […]

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 […]

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 […]

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 […]

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.   In a recent post, we discussed the value of using stories in pitching you, your firm and what sets you apart. The value of telling your story was also mentioned in […]

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 […]

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 […]

In my work over the past year with individual associates and partners on client business development, I have noticed several common themes that are worth sharing: 1. In law practice client development, many lawyers are asking for a business development “template” to simply read and follow. To that, I repeat our mantra: “One size fits […]

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 […]

I recently conducted an interview that reminded me of one of my favorite client feedback interview experiences and the importance of knowing your clients’ legal budgets. As part of the interview process, we always conduct a prep interview with the relationship lawyer and key individuals working with the client. We ask about the history of […]

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 […]

I began my legal career like the majority of law school graduates—by joining a law firm as a fresh-faced associate. My primary job responsibilities were to represent the firm’s financial institution clients in litigation matters. I had no assigned business development duties other than to keep our clients happy with our legal services. After twelve […]

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 […]

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 […]

Law firms love meetings. And in most law firms, meetings are ineffective because of broken structures, focus and outcomes. Let’s point out of the obvious: Firms ask individuals who are the busiest, the most critical to the firm’s success and often the most productive to attend too many meetings. Firms conduct a significant number of […]

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 […]

Bloomberg recently published an article on the exhaustion many consumers are feeling about the plethora of customer satisfaction surveys they face. The piece attributes the steady increase in quick surveys to a number of factors including a growing interest in utilizing customer feedback to improve services and the ease of reaching customers via email and […]

“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 […]

The single greatest truth in any client feedback effort is simple: If you are not prepared to act on the feedback, don’t ask for it. In every client feedback program—whether we are conducting the interviews ourselves or training the firm on how to conduct them—managing the clients’ expectations is critical to the program’s success. We […]

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