Recent Clients
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FeatureSign of the times
Dana Denis-Smith advises on how law firms can rise to meet the new challenges presented by client expectations regarding diversity and the environment
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Identity politics
Many will be familiar with when to obtain identification and verification for new clients, but if the relationship becomes a long-standing one, how often should you be monitoring this? Kate Burt explains
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Great expectations
Bob Spence examines how client relationships have changed post-pandemic, and the key points to consider when thinking about client retention and relationship management
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Culture club
Deqa Jama explores the cultural competence framework – what it is, how to become culturally competent and why it should be a vital part of your approach to client care
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Keep the customer happy
In a time of increased competition and dynamic changes to the delivery of legal services, Diana Bentley explains how law firms must assess what clients want and how to deliver it
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Selling 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 ...
