Email etiquette: think about it from your client’s perspective.
I just spent a couple of minutes looking for the telephone number of someone who sent me an email. No big deal, except that if it is your client’s time spent looking for your number, it is a big deal....
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ValoremNext presents Jeff Carr discussing the value of prevention. Join us in...
If you want to learn how a prevention program can help a law department add value to its company (with metrics), join us in Houston on October 28 at 5:30. Jeff Carr will present his experience with...
View ArticleDo in-house lawyers care less about second opinions than people who don’t...
50% of Americans do not get second opinions for important medical diagnoses. 30% of the time the second opinion causes changes in the diagnosis or treatment. Do the math. I don’t know the data on what...
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Law Firm Signal and Noise: More telltale signs of signal
In Part 1 of this post, I noted how law firms had become so adept at creating “noise” about various topics, focusing on client service and alternative fee arrangements. In Part 2, I identified 5...
View ArticleThe Problem of Not Knowing
I am sitting here pondering a project I asked someone else to do. I don’t know whether it is done. It should have been done by now, but I don’t know because I haven’t heard from the person I tasked...
View ArticleWhen you need to, apologize. With feeling!
At first, I thought the multitude of thoughts was simply the failure of one’s mind to bring order to the thinking process as a result of too many cocktails. But I didn’t have that many last night, so...
View ArticleWatercoolers and clients
They (and have you ever, like me, wondered who they are?) say that nature abhors a vacuum. I was reminded about the wisdom of this gem during a recent deposition. My witness was testifying about the...
View ArticleForms of Address: Personal or Impersonal?
I received an email yesterday that began "Hi Patrick J." It caused a flashback to my childhood. When my mother was angry with me, she called me Patrick J. When she was really ticked off, she called...
View ArticleOn The Importance Of Writing Well
More litigation results from bad drafting that one can possibly imagine. Excellent writing is a critical component of excellent client service. My friends at What About Clients have two terrific posts...
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Bad News? Don’t Ignore the Gorilla.
You can’t. But it’s amazing how people keep trying to ignore that old gorilla. As I’ve mentioned, I was listening to a panel of General Counsel share some stories last week. This story was told by...
View ArticleTrusted Advisor’s Insights On Transparency And Selling
Mark Slatin has a most interesting post on Trusted Advisor. In Transparency and Selling, he writes: Yet, we’re trained to go in come back with information that will close the sale. Hunt it, kill it...
View ArticleLessons From My Wife’s Broken Wrist
Last Saturday, my wife slipped and broke her wrist. Yesterday, her wrist was surgically repaired. She’s doing fine. I learned a couple of things while at the hospital that are germane to this blog....
View ArticleAn Email Pet Peeve: Auto-reply
"I will be out of the office until Tuesday, August 19. If your matter is urgent, please contact my assistant, Robin Hood, at 222-555-7777, or reach me on my cell phone at 222-555-9999. Thank you."...
View ArticleBoth sides: you reap what you sow
For you GCs in the audience: how is it possible for this to happen? How is it possible a firm can spend that much money and you don’t know the detail of what the firm is doing? On a matter of this...
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