Archives for ‘Reference Library’

As an attorney, you know that words matter; every word your client says (or doesn’t say)and the way your phrase your briefs can directly influence the outcome of your case. But even words said in passing can leave an impression! Phone calls with clients, emails, in-person meetings – your diction during any interaction with a client

The old lawyer then told me that every six months he gives himself a business present by firing his worst client. It doesn’t matter who it is, how valuable the case, or even what the reasoning is. So I tried it.

I’ve been a legal writer for over 25 years, and have taught legal writing for about 10. One of the things I like to do is ask judges what they want to see in legal writing–the consumer’s perspective. They always tell me they would like to see less of it: “Make it shorter!” Here is

For those new to the Android platform, or for those who just want a paper reference to thumb through, this book gets the job done.

It was a few years before we realized we were missing an important touchpoint: the in-person office experience. So we developed our Greet, Seat and Treat method.

These days, a bad client experience has the potential to reach a wider audience. No matter how long you have been practicing, be mindful that your clients could very well become “evangelist[s] for your legal services.”

Technology can do many things, but it can’t care, and it’s a long way from truly helping people avoid problems. You still need a lawyer for that.

You may automatically hit “reply” when a client emails you, but a phone call can sometimes be more effective. When should you pick up the phone?

If I am going to give the gift of my time, attention and skills, I have to be willing to make it a gift.

Whether you run a large utility company or a law firm, make sure you provide the right data to set client expectations.