A signed engagement letter and an assessment of conflicts. For many firms, that is the client onboarding experience. But those firms are setting themselves up for misaligned client expectations and lost opportunities. Client onboarding is an essential step towards delivering differentiated service and creating client loyalty. Wicker Park Group’s Nat Slavin recently partnered with ALM’s […]
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 […]
Events and conferences are increasingly shifting back to in-person gatherings, ideally an opportunity to expand professional networks and build new relationships. If you’re excited to network but feel a bit rusty, below are a few tips to make the most of these events. Have a purpose: Determine your goals for attending the event, such as […]
Wicker Park Group periodically revisits some of its most popular blog posts. This post was first published a year ago. In honor of Women’s History month, I wanted to write a blog post about business development for women. While many of the business development actions, approaches and challenges are universal to all lawyers, there are […]
Superbowl Sunday was just a few weeks ago. An estimated 113 million people tuned in to watch the two teams compete. Most of us know the game well, but I believe we can learn something from the practices, habits and behaviors of the best teams. While both teams spent hours preparing and practicing on the […]
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 […]
I hope this message finds you all healthy and enjoying the holidays with those you cherish. I am not much of a New Year’s resolution person, but I like the idea of quiet reflection and goals for a fresh start. Instead of cutting out something or drastically changing my day-to-day life, I tend to focus […]
Yearend is the perfect time to check in with clients to review the year’s work together, plan for the year ahead, seek feedback and most importantly discuss their top priorities. While talking about money can be uncomfortable, the attorneys who proactively address these challenges will have a competitive advantage. Clients say: Avoiding talking about bills […]
We had a busy weekend full of fall traditions. I met up with a group of girlfriends for an annual getaway, and we hosted our 7th annual Walk to Bust (Breast) Cancer, raising over $150,000 for families who are unable to afford care and screening. Lastly, my family made time to carve pumpkins with friends […]
I read (or, admittedly, scanned) the book Atomic Habits by James Clear two years ago. I enjoyed it, incorporating some of the concepts into my daily habits and recommending many of them to lawyers I was coaching. I loved some of the quotes, found the framework and suggestions to be attainable and generally thought almost […]
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, […]
Wicker Park Group periodically revisits some of its most popular blog posts. This post was first published in August 2021. There is never a bad time to talk about rates, but early Fall is the best time to discuss it with clients. In recent weeks, we have had many conversations with general counsel about their perspective on […]
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 […]
In recent months, we at Wicker Park Group have heard from some firms about the challenges posed by the significant number of RFPs being sent out from current and potential clients. While that can be a good problem to have, it can also be overwhelming. Follow these six tips before your respond, as you put […]
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 honor of Women’s History month, I wanted to write a blog post about business development for women. While many of the business development actions, approaches and challenges are universal to all lawyers, there are some differences and insights worth pointing out. I see far too many women needing both information and inspiration—questioning whether they […]
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 […]
We’ve been reviewing our client feedback research from 2021, and I was struck by a big shift in client sentiment and perceptions about how well outside counsel understand their businesses and industries. In 2019, 51% of the clients WPG interviewed felt their outside counsel exceeded expectations in demonstrating an understanding of their businesses or industries […]
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 […]
I recently read that Warren Buffett spends 80% of his workday reading and reads up to 500 pages a day. It’s a trait he shares with many other successful people. The article went on to talk about the importance of taking time to reflect on the reading. There is not much in the news lately […]
The LMA 2021 Annual Conference happened! It was good to be with colleagues and friends face to face to learn and share our experiences. One benefit of lighter attendance was the opportunity for many discussion-oriented sessions. On Saturday morning I attended a great workshop, “No Longer Taboo: Helping Lawyers Embrace the Power of Selling to […]
Over the last two weeks, I attended my first in-person meetings at a law firm in 18 months. The groups were small, the rooms were large for extra distancing space and the attendees were diligent about wearing masks when not eating or drinking. It felt safe and it was really nice to be together. The […]
There is never a bad time to talk about rates, but early Fall is the best time to discuss it with clients. In recent weeks, we have had many conversations with general counsel about their perspective on the how, when and why law firms talk to them about rates. In our client feedback interviews, we […]
As Thames recently mentioned, we had a great discussion with James Kane this summer about getting “Unstuck.” In advance of the conversation, we all took this Stuck Quiz to find out how much we really know about getting “Unstuck.” Candidly we didn’t know much! So we learned a lot. One of my favorite takeaways from […]
As we start to resume our back-to-the-office, back-to-normal lives, we are presented with an opportunity. As we’ve mentioned in previous blog posts, the forced pause of the pandemic has given us a unique opportunity to assess what we want to change and how we can pivot our habits, our goals and our priorities. It’s a […]
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 […]
We recently hosted a Zoom meeting for a group of clients, and as you would expect the conversation included return-to-office plans (or in some cases, the lack thereof) and strategies for employee, attorney and client engagement as we all contemplate “reentry.” While plans for going back to work are all over the place in the […]
I have noticed an interesting divide in the sentiments around “returning to normal” as they relate to the business world. Whether the comments are about getting back into the office, traveling for business again or actively thinking about reengaging in business development, many of our coaching calls and client interviews begin with the individual’s thoughts […]
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, […]
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 […]
Recent research from Harvard Business Review shows that our personal and professional networks have shrunk by almost 16% during the pandemic. For lawyers and firms, that presents not only a challenge to maintaining existing relationships but also a massive hurdle to developing business going forward. The good news? It’s not difficult to reverse these pandemic […]
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 […]
It is hard to imagine a more anticipated New Year in our lifetime than 2021. Maybe 2000 and the frenzy of Y2K, but I think it is safe to say few people are sad to leave 2020 behind. At WPG, we spend our days talking to smart, diverse, driven professionals and hear a sense of […]
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 […]
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 […]
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 […]
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 […]
Most of us have been working from home in the midst of a pandemic for more than three months. Depending on your situation, that has meant juggling children without school or childcare, caring for aging parents, significantly blurred lines between home and office, remote learning, endless cooking, economic struggles and, for some, battling illness or […]
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 […]
As the U.S. begins to cautiously reopen, we are hearing from many of our law firm clients about how they are approaching the return to offices. Some have already started to bring in a limited number of lawyers and staff to offices, while others don’t foresee any return in the coming months. The circumstances of […]
“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 […]
Last year my stepdaughter took a class at her college’s January interim term called “Mindful Reading.” The class time and homework over the one-month minimester were dedicated to reading whatever books the students desired, discussing them and writing about them. That and a million other things about her college experience make me want to go […]
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: […]
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, […]
We get to work with really smart and insightful attorneys, and while we are often hired to help teach them new skills and client insights, the reality is we learn a lot from them. I walk away with different perspectives and ideas from each interaction. One of my favorite attorneys is really trying to retool […]
This week I am being featured on a podcast called The Thought Leadership Project, hosted by Jay Harrington and Tom Nixon. As a point of reference, Harrington shared some interesting findings from a recent LinkedIn/Edelman study on thought leadership. The questions centered around what law firms must do to be thought leaders and how the […]
We recently received a very nice note from our youngest son’s baseball coach saying, “I’m bullish about his future, both on and off the field of baseball.” He talked about his potential, his attitude and maturity, his love for the sport and his willingness to work on his weaknesses and receive feedback. I don’t share […]
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 […]
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 […]
Wicker Park Group periodically revisits some of our most popular blog posts. This article, one of our most read in 2019 so far, was originally posted in May. Wicker Park Group has recently conducted interviews with a number of rainmakers from different firms, and one of the clear differentiators among this group is their ability […]
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 […]
During the last 12 years, we have conducted thousands of client feedback interviews. In preparing for those interviews, we talk to the relationship attorneys about, well, the relationship with the client. We ask about goals, successes, the people they work with and the teams that supports them. Inevitably, the conversation shifts to how we can […]
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 […]
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 […]
This is the second post in our 2019 Summer Reading Series. The first post, about driving client loyalty, can be found here. Gatherings. It’s what we do. In the past three weeks, I have hosted seven sets of houseguests in our home. Most are friends and their families arriving in the mountains of Western North […]
Wicker Park Group periodically revisits some of our most popular blog posts. This post, one of the most read in the past year, was originally posted in September 2018. The fall back-to-school time has always been a better time for me to incorporate new habits or routines than January. But no matter your preferred time […]
After 40+ years working with college students, accountants and lawyers. After a career collaborating with hundreds of clients, colleagues, co-workers and friends. After countless meetings and calls and committees and programs, I am retiring—mostly. Thank you. To my friends, mentors and colleagues for your encouragement and guidance, particularly at those times when I needed it […]
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 has recently conducted interviews with a number of rainmakers from different firms, and one of the clear differentiators among this group is their ability to weave business development into day-to-day work. These are very busy lawyers, but they still manage to multitask and achieve the small client touchpoints that lead to new […]
This is my last year as a law firm consultant. I’ve enjoyed the work (or at least most of it), but I’m ready to transition to a new set of goals and aspirations. Facing this life change has left me reflecting on the leaders who encouraged and shaped my success over the years. As leaders […]
I am a big fan of podcasts. I love learning new things and being inspired, and podcasts often provide the added bonus of allowing me to multitask. I listen to them during travel downtime, in the car or on a run. Recently someone shared with me the podcast WorkLife by Adam Grant, and after listening […]
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 […]