Get Better Clients

An Easy Way to Detect Law Firm BS

Back in my software industry days, our company president (the wonderful Sally Von Bargen) was ahead of her time when it came to a relentless focus on customer experience. Her term: Outrageous Customer Service. She was also fond of pithy management one-liners that, despite their folksy wisdom (or maybe because of it), were highly effective …

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Understanding your Client’s User Stories

[getty src=”165677174?et=fGc3Tfhry0KqzJNZDdNIew&sig=Da5RJx8whoT_s7JavSKp3Xgsg2wMMA06Vc5PBBdaan0=” width=”400″ height=”400″] My thesis so far: You have a greater opportunity to increase customer Value by delivering more Benefit than by lowering customer Investment. If customer Value = Benefit – Investment (my original theory), then it is easy to see that lowering Investment (cost control) can have a noticeable impact on Value when the …

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Two Tips for Communicating Value

A quick question: Which marketing pitch would more likely get you to contact me? “I have years of experience working with clients to re-engineer their legal process flows to gain efficiency and reduce costs.” -or-