Not all revenue is equal. Sue-Ella’s 9R’s of Revenue Value gives you more ways to consider value - beyond billings - in professional services.
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Why do so many law firm innovations flop? Because they’re built in a vacuum. In this guide, Michele DeStefano and Sue-Ella Prodonovich explore how lawyers can stop “dancing with themselves” and instead innovate with their clients—delivering value that’s co-created, not just well-intended.
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Client loyalty isn’t about trust—it’s about habit. The easier you make it to stay, the harder it is to leave. Here’s how to build that advantage.
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Leverage the fresh start effect to refresh relationships, set small goals, and refocus your business development plans.
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Being “client-centric” has almost become a cliché in the way firms describe themselves. However, some leading thinkers in the legal field see the ability of lawyers to say “no” as a key element of their professionalism, writes Andrew Mckenzie.
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Do lawyers make great leaders? Professor Michele DeStefano believes they can—but it takes more than technical skill to earn true followership. Here’s her Three Rules of Engagement to help you make the shift from subject matter expert to a trusted adviser and leader…
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Winning back clients can be easier than wooing new ones. Wondering how to do that? The key is understanding why they left in the first place.
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If you left your firm would your clients follow you to a new one?* If you don’t know then your probably don’t know your clients well enough.
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Anyone who’s read my articles for any length of time will be aware of my contempt for pushy cross-selling. But that doesn’t mean you shouldn’t be servicing your clients by joining with your firm’s other sections, areas or practice groups; far from it.
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'Delighting' clients is a goal that puts Herculean pressures on professionals, offers low marginal value to clients, and increases costs of doing business. So what to do?
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Saying thank you isn’t just good manners, it’s also good for business
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For a long time the cross-sell between practices was seen as the obvious path for growth in professional services firms. Well, I disagree - at least in part. Here’s 5 reasons why.
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Moving your practice but don’t know how your clients will take it? Find out exactly what you need to say to them and how you should behave to ensure a smooth transition in this 9-step Guide.
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Six signs it's time to rotate your Client Relationship Partner (CRP). Expert advice on CRP succession planning for law firms, accounting firms and professional services firms.
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With COVID-19 forcing big changes to our work, keeping up the relationship with your clients requires a new set of rules.
Read MoreWhat are the factors that make a barrister a "barrister of choice" in 2020? Gone are the days of whisky-laden trolleys, cerise-ribboned briefs, Luddism being de rigour, prohibitions on barristers visiting solicitors offices, and women barristers being “novel”.
Read MoreNo business likes to turn down a paying customer. But for professional services firms, firing bad clients isn’t just important, it’s essential.
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Turning around your clients’ perceptions and improving your Net Promoter Score may be much easier than you think, so long as you’re brave.
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Research undertaken by my professional services business development consultancy confirmed that there was a degree of ‘empty brand awareness’ in our highly competitive legal marketplace. But, to hand it to the Australian firms, here’s how they responded to this perceived lack of difference.
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Clients who are about to leave often give off the same signals. We explore exactly what they are.
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