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

What does it mean to have "your process"? How do you make sure that everyone on your team knows what... more