What would a law firm built by the founders of Disney, Four Seasons, Amazon, and Zappos look like? Lawyers (and other professionals)... more
The Five Star Counsel podcast is prepping for a little break while we wrap up season two and prepare for... more
Our show has tackled client service by framing it around one big question: "What would a firm created by the... more
How do you handle client-facing mistakes? As much as we try to avoid them, mistakes are inevitable, even for us... more
There's a common misconception and fear we see in attorneys. Attorneys can fall prey to thinking that becasue they're well-paid... more
Now that you have addressed your standards, and you've implemented processes that should lead to those standards being met, how... more
Now that we've discussed the components of our firm's service, it's time to think about how we measure successful service.... more
We've built the pieces of the machine for great service, but now it's time to focus on the fuel -... more
Have you progressed beyond the dark ages of stodgy, antiquated law practice? If you're listening to this show, I bet... more
Now that we've laid the groundwork for building great service, and talked about how to avoid pitfalls, we should really... more
Before we dive deeper into what service is, let's take a look at what service ISN'T. I like to classify... more