Defining Responsiveness
A few weeks ago, I participated in a law firm practice group retreat. In preparation for the meeting, I spoke to the practice group leader about his goals for the group’s time together and specifically...
View ArticleValentine’s Day Every Day
More likely than not, you gave or received a valentine this weekend. It may have been wildly extravagant or the simplest of gestures, but regardless you made or were made to feel special, cared about,...
View ArticleThe One Secret Ingredient to Creating Raves
Restaurateur Danny Meyer has been delighting diners in New York City since he opened Union Square Cafe in 1985. Thirty years and 15 restaurant concepts later, he and his team at Union Square...
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Recommendations that Build Business
In its 2014 “Global Trust in Advertising” report, market research giant Nielson Company found that 92% of consumers worldwide trust recommendations over all other forms of advertising. That is up 18%...
View ArticleClient Q&A: Sarah Rosen
Interview with Sarah Rosen, Associate Legal Counsel Union Square Hospitality Group Union Square Hospitality Group, founded by Danny Meyer, is the parent company to some of New York City’s most beloved...
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Are You an Agent or a Gatekeeper?
“In every business, there are employees who are the first point of contact with the customers (attendants at airport gates, receptionists at doctors’ offices, bank tellers, executive assistants)....
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What an Appliance Store Will Teach You About Client Service
I recently attended a meeting of the Customer Experience Professionals Association (CXPA) at the new PIRCH store in Atlanta to learn more about how the appliance store has created a customer-centric...
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Put the Phone Away
“That lawyer does not take on each problem by rote but brings a renewed activism and discipline to the need to find the solution. That lawyer ‘listens’ rather than just ‘hears.’” –Client interviewed by...
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Firing in Slow Motion
Rare is the in-house counsel who will swiftly and directly confront outside counsel about minor annoyances or even major frustrations. While there are exceptions, most clients just don’t have the time,...
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5 Essential Steps to Keeping your Client-Centric Resolutions
January 17 has been designated Ditch New Year’s Resolutions Day because that is about how long most people who make resolutions actually stick with them. According to research conducted by Statistic...
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Be a Resource—Not a Roadblock
In some businesses, clients view their lawyers as impediments to making things happen. Those clients often work with outside counsel who throw up roadblocks and tell them why something won’t work...
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Help Your Clients with Spring Cleaning
As the weather warms, I find myself wanting to do household spring-cleaning chores while also dreading the effort. I long for a day to pack away winter coats and make room for lighter, brighter clothes...
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Be the Effective Team Your Clients Need
“When I select attorneys to handle a matter, I really look for a team. I want the leader to be familiar with the case and giving people direction. I don’t expect him to get in the nitty-gritty from day...
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Delight Your Clients with G.L.U.E.
At the recent Client Experience in Professional Services conference in Durham, North Carolina, Stan Phelps shared his insights about winning the hearts of customers and influencing positive word of...
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Books to Inspire
Summer reading has remained an ingrained habit from school days. At WPG, we are all avid readers and share book recommendations across genres. We read everything from current bestsellers and...
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Seven Communication Truths from the Courtroom
I recently had the opportunity to perform my civic duty as a juror. While the timing was inconvenient and the case not all that interesting, the experience provided a great perspective on the dramatic...
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Looking Around the Corner
While I was talking to a law firm partner about one of her most significant clients last week, she said, “Every time we have face time with the client, we walk away with several new projects. But that...
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What True Hospitality Means to Your Clients
End-of-the-year travels have had me on more airplanes, staying in more hotels, eating in more restaurants and visiting more law firm offices than usual. During my travels, I experienced some of the...
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Back to Basics: 8 Strategies for Choosing Your Next Client Feedback Interviews
Wicker Park Group is revisiting some of the essential processes around Client Feedback Interviews in a new series of blog posts called “Back to Basics.” This is the first article in the series. Check...
View ArticleBack to Basics: Who Should Interview Your Clients for Feedback and How?
Wicker Park Group is revisiting some of the processes around Client Feedback Interviews in a new series of blog posts called “Back to Basics.” This is the third article in the series. You can find the...
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