At a recent law firm retreat, I led a session with practice group leaders on what drives client loyalty and what role those factors can play in times of uncertainty (and in times of prosperity). The themes and ideas we explored are applicable to any lawyer leading teams, whether the team is centered around a […]
In recent interviews, clients have expressed great concern about the state of the associate ranks in their trusted outside firms. Concerns range from efficient and consistent staffing models to retention and succession planning. “I need exposure to their associates they are bringing up. They probably have them, and I just don’t know them. Getting comfortable […]
There is an old saying: “You catch more flies with honey than you do with vinegar.” While raising three teens, I use this phrase often to highlight to my children they are likely to get what they want using sweetness (kindness) rather than acidity (rudeness/inappropriate tones). In a world of strong opinions, a rush to […]
For many clients, the real first impression of outside counsel comes during the firm onboarding process. And unfortunately, many firms squander this incredible opportunity. Beyond checking for conflicts and signing an engagement letter, client onboarding is a chance to set the right tone as the work begins. A formalized onboarding process goes a long way […]
My husband likes to tell people I serve as a “marriage counselor” for law firms and their clients. While it seems like an oversimplification, it is a pretty accurate description. When I reflect on the secrets of the many successful long-term marriages I’ve witnessed, including my parents’ 65-year marriage, they are the same things clients […]
The new year is in full swing, and now is the time to check in with your clients about their priorities for 2023: goals, challenges, budgets, areas of growth, metrics for success, etc. Ideally, you’re communicating with your clients regularly, but calendaring time (off the clock) to focus on the bigger strategic picture puts you […]
After 30 years of interviewing in-house counsel and other clients about their law firm relationships, two words define the best client relationships: manage expectations. Managing expectations flows through every aspect of what clients want, need and expect from outside counsel. It’s also the key to high-functioning teams of lawyers working collaboratively to achieve a goal […]
Earlier this month, I had the opportunity to attend an inspiring conference focused on innovation in the law profession hosted by the University of Pennsylvania Carey Law School. Many sessions focused on the concept of human-centric design: a design framework based on empathy—really understanding the customer—through observation, testing, failing, getting feedback, and iterating to deliver […]
Clients will always tell their outside counsel what they want. All you have to do is ask. That’s the thesis we have been operating under at Wicker Park Group for the last 15 years. So, as we approach the end of the year, and in the spirit of this giving season, here are six tips […]
I haven’t traveled abroad in a very long time and took a long-planned, twice-postponed trip to attend a yoga retreat in Morocco last month. It was an amazing experience to explore such a dramatically different culture and an excellent reminder of the many benefits of travel. So many of the lessons I was reminded of […]
In recent interviews, clients have been raving about the return to in-person meetings and are encouraging their outside advisors to be more visible. One client told me they just met their outside legal and financial advisors in person for the first time after working together for more than two years on an IPO. The pitch, […]
We have been conducting client interviews on behalf of law firms for more than 20 years now, and many things have changed significantly in that time. But when asked what matters most and what defines excellent outside counsel relationships, one theme remains consistent: communication. While every client has personal preferences and unique dynamics, all clients […]
Effective communication is the essential ingredient for successful relationships, and we are excited to have Jeff Deery, a partner at Winderweedle, Haines, Ward & Woodman, share some tips for providing clarity, assurance, and understanding when communicating with clients. In his classic rock masterpiece, Space Oddity, singer David Bowie tells the story of astronaut Major Tom. As […]
A recent WSJ article lamented customer service is getting worse. While the article cited Forrester Research Inc.’s latest study noting a slight decrease in consumer customer experience scores, it is easy to see the same declining trend in positive sentiment towards customer experience in the client/law firm world as well. In our research we shared […]
In recent interviews, I have noticed a common thread around the value of practical advice. While excellent legal counsel and niche expertise are important (and expected), clients often highlight when outside counsel deliver practical advice. Clients rave and value lawyers who can take complex legal issues and offer succinct, practical business advice. A recent client […]
Wicker Park Group periodically revisits some of its most popular blog posts. This post, first published a year ago, still offers worthwhile reminders for pitching clients in today’s environment. We have worked closely with some of our law firm clients on how to pitch for new business in a video conference and remote environment, but firms […]
Spring is here, and while you take care of household chores, don’t forget to “spring clean” your client relationships. In the spirit of taking a step back and setting yourself up for a successful year, here are a few recommendations: Revisit your yearend plans. Every year in Q4, law firms develop their strategy plans, both […]
At the upcoming CXps (Client Experience in Professional Services) Conference in Durham, North Carolina, on May 10-12, I’ll be facilitating a panel discussion with three very impressive CX (client experience) leaders in the accounting and consulting realm. The focus of our conversation will be to explore how three very different professional services firms approach the […]
In 2020, Wicker Park Group launched ClienTELL. Law firms on the platform are creating robust customization to analyze their own client feedback and using sentiment analysis to identify what drives firm, industry and practice loyalty. They are also tracking key components of client service from their own client perspective. As we look at the broader […]
Wicker Park Group periodically revisits some of its most popular blog posts. This post, first published a year ago, still offers worthwhile reminders for reaching out to your clients in the first quarter of the year. Every now and then we conduct an interview that leaves us talking about it for days, even weeks. These instances […]
2021 was a banner year for most law firms. Billable hours were at an all-time high, lawyers did not lose time traveling or commuting, and client demand was off the charts for most practice groups. Lawyers worked intense, long hours, and many were heavily rewarded because of it. But the practice of law today is […]
We have often written in this space strategies and best practices for launching a client feedback program, including how to select clients, when to interview your clients, how to follow up and act on feedback, how to start a client feedback program and why clients value these interactions. And whenever we work with lawyers and […]
We have previously published this blog, 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, and we hope that even with COVID challenges […]
As we continue to map client feedback to strategic client teams on behalf of our law firm clients, we have increasingly zeroed in on the themes and characteristics that drive client loyalty and lead to client retention and growth. Whether through one-on-one client interviews, electronic surveys or supporting existing firm client teams, we hear four […]
In September we wrote a post encouraging everyone to conduct a Client Service Report Card by stepping back from key relationships to assess the health and status from the client’s perspective. As covered in that post, the first step should be a self-assessment, candidly grading the firm’s strength in areas of importance such as: Understanding […]
Wicker Park Group periodically revisits some of its most popular blog posts. This post, first published in October 2020, still offers worthwhile insights into innovation. Last week, I cohosted a workshop with Elevate founder, chairman and CEO Liam Brown at the 2020 College of Law Practice Management annual Futures Conference on “Breaking Away from Tradition to Become […]
September often marks the time for new beginnings: a change in the weather, back to school, new routines and football. With my kids starting a new school year, the conversation in our home has turned to homework, new teachers, expectations and goals. The discussions have reminded me of our work with current and new clients, […]
In our last post, we discussed types of clients to consider when launching a client feedback program. One of those potential feedback sources, alumni, offer a valuable and often overlooked voice that can be critically important to a client feedback program. Over the last several years, there has been significant movement of talent within law […]
When firms are contemplating launching (or recommitting to) a client feedback program, we often get asked where they should begin. We are champions of starting small or running a pilot around a select group to ensure you have processes, systems and support for client feedback. While lawyers can be skeptical on the value of client […]
While we slowly emerge from the chrysalis of COVID quarantine, clients and law firms are both grappling with the challenges of return-to-work policies and how to stay engaged with colleagues and advisors. While the logistics are uncertain, we may never meet with colleagues, clients and our trusted advisors in person and on a regular basis […]
Every year I play the same game with my cable company. On my renewal anniversary, they take away the discounts and give me the double whammy of a service rate increase. I then spend the next 30 minutes to an hour on the phone finding the right person in “customer retention,” which is really just […]
Tara recently shared some great questions to uncover client priorities. By understanding your clients’ businesses and what has their attention, you are in a much better position to offer helpful solutions to their most pressing problems, make their lives easier, add value and position them for success inside their organizations. In the past two weeks, […]
Every now and then we conduct an interview that leaves us talking about it for days, even weeks. These instances usually involve an interviewee perfectly capturing a thoughtful insight around client needs, highlighting a true marketplace differentiation or offering a priceless one-liner. A few weeks ago, I spoke to the GC of a large organization […]
Wicker Park Group periodically revisits some of its most popular blog posts. This post, first published at the start of the pandemic in March 2020, still offers worthwhile reminders for reaching out to your clients. “One size fits one” has been our mantra at Wicker Park Group since we formed our firm in 2007. And while […]
In the past few weeks, I’ve interviewed several clients disappointed in their law firms’ efforts (more likely lack thereof) regarding succession transitions. While it’s not a new issue, it’s becoming more pronounced with COVID-related transitions and challenges. One client said, “I’ve never seen a law firm execute a good transition on retirement. It’s how firms […]
While firms are still grappling with how to get keep teams of lawyers and professional staff engaged and connected in the ongoing virtual and remote working world, little has been written about how firms are adapting to help high-functioning client teams succeed in a virtual environment. These are some of the best practices we are […]
The start of 2021 hasn’t been the miraculous return to normal or dramatic improvement we’d all hoped for, but I’m still grateful for many things—including my oldest godchild delivering a healthy baby boy on January 1 and my team, the Crimson Tide, defeating Ohio State and setting a record for the most college football national […]
In the past few weeks, many clients I’ve interviewed have named “ease of doing business” as a key differentiator of their favorite law firms. The clients represent a variety of industries including manufacturing, private equity, banking and healthcare. While we have heard clients praise the firms and attorneys who make their lives easier for years, […]
As we are about to embark on Thanksgiving and the “season of giving,” we wanted to share a tribute to gratitude and a gift. For those that know me well, it is no secret that I love Thanksgiving. It used to be because we get to slow down and truly enjoy being together, but even […]
During a virtual conversation with firm leaders in marketing and business development last week, the discussion turned to diversity. The group agreed that everyone is hearing from clients about diversity—and the requests from clients are getting more specific and pointed. One CBDO noted that a very large client has now reserved the right to pull […]
We have been asking clients for feedback on behalf of law firms and professional service firms for almost 20 years now. It is some of the most valuable and rewarding work we do. Clients continuously praise firms for taking the time to learn what they value most, where they can improve and how they can […]
Last week, I cohosted a workshop with Elevate founder, chairman and CEO Liam Brown at the 2020 College of Law Practice Management annual Futures Conference on “Breaking Away from Tradition to Become a Forward-Thinking, Client/Customer-Oriented Organization.” The setup for our session was a deep dive on innovation in the legal ecosystem, and we wanted to focus […]
My mother has advanced heart failure and mild dementia. Her care needs have increased in the past few weeks, and I’ve been spending a lot of time with her. The other day, television news reports of Ruth Bader Ginsburg’s passing jolted my mother’s memories from the late ‘70s and early ‘80s. She may not have […]
Wicker Park Group Partner Nat Slavin recently had the opportunity to talk with Chase Williams and Ryan Klein about client feedback and loyalty on the Legal Mastermind podcast. They discussed several topics including: What leads a firm to seek client feedback How to approach client feedback, including in today’s challenging environment Actionable tips for attorneys […]
As summer comes to a close, many of us are still navigating these uncertain times. Amid the difficulties, law firm clients need their outside counsel to continue adapting in how they deliver service, value, and the best possible client experience. What remains true is that engaging with clients in a meaningful way is as important—if […]
Wicker Park Group periodically revisits some of its most popular blog posts. This article was first posted in early 2020 and is one of our most read of the year. When interviewing law firm clients, one of the most frequent comments we hear centers around the imperative that firm lawyers share their knowledge of the […]
Wicker Park Group (WPG) and ALM Intelligence have released results of a survey evaluating the impact of COVID-19 on in-house counsel and legal departments. Responses from more than 130 in-house counsel from a wide array of industries, departments, and company sizes provided insights on the outlook of their businesses, departments, budgets, and outsourcing needs. The […]
My yoga studio has been offering virtual classes these past few months, and I’ve enjoyed rolling my mat out on the porch. I’ve been practicing regularly for more than fifteen years now and benefit physically, emotionally, socially and spiritually. During a recent class, my favorite instructor directed us to be deliberate and intentional about connecting […]
We have been closely reviewing and analyzing the responses to the recent Impact of COVID-19 on Corporate Legal Departments survey we conducted in partnership with ALM Intelligence. More than 130 in-house counsel from a wide array of industries, departments and company sizes provided feedback on their law firm service experience during COVID-19. Most all agree […]
Over the past few months, we’ve been studying our 2019 client feedback research, conducting ongoing client feedback interviews via phone and Zoom for law firm clients and working with ALM on a survey to uncover how clients are being impacted by COVID-19. As we compared the views from last year to 2020, clients continue to […]
Last week we launched a survey in partnership with ALM Intelligence to uncover how U.S. legal departments and, more importantly, individual in-house lawyers are being impacted by COVID-19. For those of you who are reading this blog as it comes out and are in house, the survey is still open and can be taken by […]
“Can you give us another 90 days to pay that bill?” “What discounts can you give us?” “Our revenue is significantly down. How can you help us through this time?” These are the types of questions facing every outside counsel during this new COVID-19 reality. While the level of loss varies depending on the industry, […]
I’ll admit I’ve not been a fan of video conferencing until very recently. I’ve been working from a home office since 2005, traveling frequently to be face to face with clients. My amateur technology skills and frequently barking dogs along with the hassles of staging appropriate backgrounds and putting on “work” clothes and makeup always […]
In January, I was talking to an always inspiring attorney about his 2019 business development success and his plans for 2020. When I asked him why he felt like 2019 had been so successful, he credited three things: being more intentional in his efforts, creating better habits and getting comfortable being uncomfortable. Since many attorneys […]
I love Maya Angelou. I know she has passed away, but the feeling doesn’t feel past tense to me. I love the sound of her voice, her ability to make the complex simple and her beautiful words. I often turn to her writing in times of stress, and a few days ago I listened to […]
“One size fits one” has been our mantra at Wicker Park Group since we formed our firm in 2007. And while we have never wavered in sharing that philosophy with our law firm clients, now it’s truer than ever. As we reach out to our clients, check in and offer to help in any small […]
Over the past few days, I’ve had many conversations with friends and colleagues about the coronavirus. Most of us are sharing information with one another and talking through how it might impact us in the coming weeks. Your clients are no different, and this is a good time to connect with them on a top-of-mind […]
Wicker Park Group periodically revisits some of its most popular blog posts. This article first appeared in 2018. 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 […]
Wicker Park Group periodically revisits some of our more popular posts. This one, written in July 2019, was one of last year’s most read blog posts. As we constantly hear from clients, they aren’t looking for outside counsel with the greatest number of Chambers rankings or the most impressive resumes. Beyond baseline expectations like responsiveness […]
When interviewing law firm clients, one of the most frequent comments we hear centers around the imperative that firm lawyers share their knowledge of the clients’ needs with others in the firm. It’s a simple concept but one that is often forgotten or not even considered. In a very recent interview, the executive said essentially: […]
Our copyeditor, Thames, recently sent me an article written by Jessi Hempel that talks about the annual Edelman Trust Barometer. If you are unfamiliar with the barometer, it incorporates interviews of 34,000 people across 28 countries on whether they trust institutions “to do the right thing.” The survey focuses on four industries—NGOs, businesses, governments and […]
Every organization has a unique culture—the personality, values, beliefs and guidelines that dictate behaviors and shape decision-making. The cultural “norms” of an organization may be clearly dictated or more subtle, spoken or unspoken. Regardless, outside counsel who seek to understand their clients’ unique cultures and adapt their services accordingly are often better equipped to be […]
Wicker Park Group periodically revisits some of our more popular blog posts. This one, from January 2019, was one of the most-read posts last year. This is not intended to be a post about traditional New Year’s resolutions but is a post on some things every lawyer interested in client service should think about and […]
As we enter the new decade, our society has incorporated feedback into almost every aspect of daily life from informal comments on social media to online reviews of products and services. And while Wicker Park Group now works with more law firms than ever on feedback programs, we still see resistance to the idea of […]
Happy New Year! Last week Nat challenged us to take action in 2020—to listen to clients in order to adapt servicing offerings and better understand their changing needs, preferences and pressures. As he points out, listening well requires skill, collaboration, an open mind, courage to ask the hard questions, a long-term view and time. That’s a […]
First and foremost, thank you. During the last dozen years, the partners of Wicker Park Group have had the great privilege of working with some of the finest, and kindest, people imaginable from law firm chairs to young professionals brand new to the industry. We have interviewed in person and by phone thousands of clients […]
Wicker Park Group periodically revisits some of our most popular blog posts. This article was originally posted in December 2018. 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, […]
Wicker Park Group periodically revisits some of our most popular blog posts. This article, originally posted in July, was one of the most read in 2019. There is a word that has been used in five of my last six client interviews, unsolicited, to describe what separates a lawyer or law firm from the others—intangibles. […]
In the past few weeks, I have conducted a number of interviews with law firm clients who emphasized the importance of outside counsel working in collaboration with their own law firm service teams—the in-house legal department as well as other law firms, vendors and advisors. The organizations were very diverse, from large, sophisticated legal departments […]
It’s that time of year when firms finalize (or start) their holiday gift-giving plans. As a brief Public Service Announcement, we thought we should share some ideas and best practices for folks in the legal industry to consider when sending out holiday gifts. Know your client’s gift policies. Many companies have very specific gift policies […]
Last week, I shared five tips to come out of a recent client panel. As I said in the previous post, most client panels cover well-worn client service topics. But there’s a reason the same topics get discussed: In-house lawyers continue to seek outside counsel who don’t just provide the necessary work but who proactively […]
I suspect I have listened to and/or facilitated over 50 client panels in the last fifteen years. While some of the themes have evolved over the years, it always surprises me how consistent the messages are no matter the industry, age/background of the in-house counsel or size of the company. Given my extensive exposure to […]
Wicker Park Group periodically revisits some of our most popular blog posts. This article, one of our most read last year, was originally posted in February 2018. When I ask a group of lawyers why they get hired, I usually get one of these default answers: “We’ve worked with them before.” “They trust us.” “We […]
In last week’s blog post, Tara wrote about the outcomes of client feedback interviews and even shared recent recommendations we have made to our law firm clients after talking to their clients. We make those recommendations based on our experiences interviewing thousands of clients on behalf of firms. The themes in those actions map directly […]
Lawyers and firms considering a client feedback program typically want to hear about the type of feedback we solicit from clients. But they are often more interested in the activities or results that come directly from client interviews. We believe some of the best value we provide to our law firm clients is taking the […]
“The partner made heroic efforts to step in and get things back on track and make things right. I appreciate the appropriate modifications being made quickly and was pleased with the outcome. That [frustrating experience] did not affect my willingness or inclination to use or recommend the firm in the future.” As we’ve written about […]
In a client feedback interview last week, I asked a senior in-house counsel what drives the most successful relationships with outside counsel. Without batting an eye, the counsel responded, “Understand what we are trying to accomplish as a business. Start there.” The conversation continued with similar comments: “It’s all there. It’s what we talk about […]
You’ve heard phrases like “It’s a relationship business” or “It’s all about who you know” or “He/she just knows the right people” many times. In the last several months, I can think of at least 10 situations where my husband or I have helped someone get in the door, move up the pile, make an […]
Many of you have probably attended a school orientation meeting recently. We moved our college sophomore into her dorm this weekend ahead of most students’ arrival because she will be part of the freshman orientation leadership team. This private liberal arts school does a really remarkable job of preparing hundreds of wide-eyed 18- and 19-year-olds […]
We conducted a business development training workshop last week that included one-on-one coaching with each of the participants. The purpose of the coaching sessions is to take the training, advice and exercises from the sessions and make them personal and relevant to each participant’s practice, prospects and clients. As part of the pre-work, we ask […]
This is the third post in our 2019 Summer Reading Series. The first post, about driving client loyalty, can be found here. The second post, about improving meetings, can be found here. We’ve been talking a lot about the seven secrets to success and how to cultivate these skills in ourselves and in law firms. […]
As has become somewhat of a tradition here at Wicker Park Group, we use August as an opportunity to visit some essential themes in building client loyalty. So, it’s time to start planning for the end of summer and take stock of what law firms and more specifically individual lawyers can do to deliver extraordinary […]
There is a word that has been used in five of my last six client interviews, unsolicited, to describe what separates a lawyer or law firm from the others—intangibles. Sure, clients want smart lawyers who know their industry and business deeply and who have expertise, but in this market these qualities are expectations, not differentiators. […]
As we constantly hear from clients, they aren’t looking for outside counsel with the greatest number of Chambers rankings or the most impressive resumes. Beyond baseline expectations like responsiveness and capabilities, clients want outside counsel who are enjoyable to work with and approach matters with a creative, problem-solving mentality. One way to encourage those attributes, […]
Wicker Park Group periodically revisits some of our most popular blog posts. This post, one of the most read last year, was originally posted in April 2018. 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 […]
We are almost halfway through the 2019 year! Many of us will be headed to the beach, the lake or a planned family vacation soon. School is out, and the routines become less demanding. The days are longer, but the office is often a bit quieter and slower. It can be the perfect time to […]
A few weeks ago at the CXps 2019 conference in Durham, North Carolina, James Kane (always a crowd pleaser) spoke about the secrets to building relationships that will last. In his program, he previewed a simple framework for understanding loyalty that combines the latest research in neurology, anthropology and behavioral psychology with 100,000 years of human […]
Wicker Park Group periodically revisits some of our most popular blog posts. This post, one of the most read in the first half of this year, was originally posted in February. In recent months, we have been asked more than ever to help law firms improve their client service standards and initiatives. In essence, what we are […]
I’ve worked with about 100 firms in the last 12 years, primarily around client feedback, and there is one most important element to the entire feedback process: what the firm does to act on the feedback. In order to effectively act on the feedback, firms must: Engage the client Involve other parties as needed Clearly […]
One of the biggest struggles facing law firms today is differentiation. Smart, capable attorneys are everywhere, and firms only stand out when they offer more than proficiency. Offering a superior client experience is one of the best ways to differentiate in the marketplace, and one of my recent favorite resources for improving the client experience […]
Wicker Park Group periodically revisits some of our most popular blog posts. This post, one of the most read last year, was originally posted in June 2018. 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 […]
Wicker Park Group periodically revisits some of our most popular blog posts. This is the fourth in a series of posts updated from 2013. The qualities explored continue to resonate with what clients are telling us they desperately need from outside counsel. So far, we have written about Zest, Grit and Self Control, Gratitude and Optimism and Social […]
Wicker Park Group periodically revisits some of our most popular blog posts. This is the third in a series of posts updated from 2013. The qualities explored continue to resonate with what clients are telling us they desperately need from outside counsel. So far, we have written about Zest, Grit and Self Control as well as Gratitude and […]
Wicker Park Group periodically revisits some of our most popular blog posts. This is the second in a series of posts updated from 2013. The qualities explored continue to resonate with what clients are telling us they desperately need from outside counsel. Last week, we wrote about Zest, Grit and Self Control. The character traits we […]
Wicker Park Group periodically revisits some of our most popular blog posts. This is the first in a series of posts written in 2013, which we will repost in the coming weeks. The qualities explored in these posts resonate with what clients are telling us they desperately need from outside counsel. A fascinating article in The New York […]
Fifteen years ago, celebrated business guru Jim Collins published Good to Great with the help of a team of researchers. The book is widely regarded as a modern classic of management theory. The author tracked 28 successful companies in an attempt to uncover those characteristics that separate great companies from good companies. What makes a […]
In recent months, we have been asked more than ever to help law firms improve their client service standards and initiatives. In essence, what we are really being asked is to help law firms create accountability around client service. The reality is that most firms have client service standards, both formalized and implied. Most lawyers define client […]
As anyone who knows Wicker Park will testify, client success is defined by client satisfaction. Clients, according to WPG, want three things: Solve my problem (or opportunity); Make my life easier; and I want to like you. Allow me to share three examples of simple customer service that surprised and delighted me and made my […]
Wicker Park Group periodically revisits some of our most popular blog posts. This post, one of the most read last year, was originally posted in January 2018. 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 […]