Recent Clients
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FeatureSelling your story
Bob Spence explains ‘storytelling selling’, an engaging way to communicate with clients virtually
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Client listening: why it matters even more in lockdown
Bernadette Bennett looks at client listening - what it is, why it matters, how to do it, and why it matters even more in lockdown
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Chain reaction
Rupert Hawke and Charlotte Powell look at how law firms can use the value chain model to add value at each stage of their legal services provision
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Virtuous circle
Nick Jarrett-Kerr looks at how professionals can break into the circle of trust with clients and colleagues, including in a time of social distancing
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Loose connections? How to keep in touch with clients
Sue Bramall and Fariha Butt talk about how to keep in touch with clients during coronavirus.
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Human interest
The new SRA Standards and Regulations have made significant changes relating to referral arrangements, and clarified the regulator’s core view: that all referral arrangements must be in the client’s best interest. Paul Bennett explains
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On the same side
In the first of a two-part series on complaints, Rebecca Atkinson looks at some of the reasons why clients complain, and how to avoid complaints by focusing on providing ‘good’ service in key areas
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Writing wrongs
Daphne Perry offers some simple writing techniques to improve client service and business returns, looking at probate cases as an example
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The client is king
How can you kickstart your firm’s growth in 2019? Emma Massingham offers a five-step plan for success through focusing on your targets and clients
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A smaller piece of PII
Lucy Trevelyan looks at the professional indemnity insurance landscape for the years ahead. How can firms take advantage of a soft market and prepare for it hardening? What might proposed changes to minimum cover mean for the profession and clients?
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Open market
Law firms have less than six weeks to ensure they comply with the General Data Protection Regulation. As part of our series of articles, Leanne Yendell explains the changes her firm has made to ensure its marketing communications comply
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Choice morsels
Barry Wilkinson reviews a recent book on how to become the firm of choice, which takes the innovative approach of presenting its lessons through a case study of a firm wanting to make radical change
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On the map
A third of firms say improving client experience is their top strategic priority. Client journey mapping provides a simple, structured process for delivering more consistent client service and enhancing profitability, argue Alastair Beddow and Ben Kent
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Sliced and diced
Larry Cattle looks at the value of small insights gained from research with your potential and current clients, and how it can make a big difference to client attraction and retention
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Piece of cake
Many law firms focus far more on winning new clients – getting a bigger slice of the cake – than getting new business from existing clients – baking a bigger cake. Joe Reevy explains how to use customer relationship management to build an effective cross-selling process for your firm ...
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The main event
Events can help you promote your firm to new and existing clients, and build relationships – but only if you do it well. Annaliese Fiehn provides her top tips for planning an event
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Turning the conversation
From social media to review sites, there are conversations going on out there about your business. You need to know how to react when one of those turns negative, so you can avoid lasting damage to your online reputation. David Gilroy explains
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Networking in the festive season - tips and tricks to make lasting business connections (1 December 2016, London)
This breakfast session will rehearse typical scenarios and give you tips to tackle festive networking with confidence, purpose and style, making the best use of your time and energy.
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Client reviews: 5 benefits of using an independent consultant
Do you fully understand your clients’ needs? Are they really satisfied with your service? Daphne Thissen explains the benefits of using a consultant for client reviews
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Hero of our time
In an increasingly competitive market, legal businesses need to find a way to stand out from the crowd. One option, especially for high street and full-service firms, is to aim to become a ‘local hero’ business. Barry Wilkinson explains
