Continuing this week’s theme on Attention Pollution… Yesterday I challenged the conventional wisdom that lawyers should always be responsive to their clients. So how can a lawyer create a good customer experience without being responsive? Easy: Be proactive instead. You’ve probably heard that lack of lawyer communication is one of the most common sources of client dissatisfaction—and bar complaints! So put your communication on a schedule. Depending on your practice type, every single one of your clients should be getting an update on their case anywhere from weekly to monthly. Even if what you send is a “No update update,” clients will appreciate hearing from you and seeing what is ... (Keep reading)

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Proactive beats Responsive

Unless you’re a lone wolf, your project is going to have hand-offs. Sorry, did I say “project?” I forgot for a moment that this is a legal blog. I meant “matter.” Or “case.” Or whatever else you call that “individual or collaborative enterprise that is carefully planned and designed to achieve a particular aim.”1  For consistency with the rest of the business world, let’s call it a project. ... (Keep reading)

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Handoffs Are Making Your Matters Late

I know things have been quiet on this site for awhile, and I have a simple explanation—I took a job. And not just any job: in early 2016 I was asked to head up the legal project management and process improvement function for an AmLaw 150 law firm. For a guy who bills himself as an expert in LPM and process improvement, this would probably seem like too good an opportunity to pass up. And it was, although I wasn’t without reservations when I finally said yes. You see, I have intentionally avoided BigLaw for as long as I’ve been a lawyer.  ... (Keep reading)

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