In Search of Perfect Client Service

Congratulations to Ernie the Attorney

Ernie the Attorney announced in a March 1 post that he is starting a new law firm.  Ernie is a tremendous writer, and I have learned more about the aftermath of Hurricane Katrina from him than all other media combined.  He tells human stories, the daily ups and downs of life after disaster.  So it is no surprise that his announcement was delivered with an eloquence no one can match.  Certainly not me.  So, in Ernie's own words:

The day after Mardi Gras is always a day of reflection for people in New Orleans.  This year, the "day after" is a special milestone: it's been six months since Katrina hit the the Gulf Coast and ravaged Mississippi and Eastern Louisiana.  For those of us who lived through the turmoil --and its bizarre aftermath-- the last six months has been a continual stream of reflection.  Like many people who lived in New Orleans before Katrina, I've spent a lot of time thinking about what really matters most in life (short answer: friends and family).   I've also thought a lot about what other changes (ones that I control) might be worth making.  Dreams that seemed not so pressing before Katrina now seem to be more urgent.   I've learned a lot from Katrina, as I'm sure many people have. One thing  Katrina taught us is that massive change can arrive very quickly, and have unpredictable results.  If uncontrolled massive change can come into your life then why not try to bring about a little purposeful change just to balance things out?  I've reflected on what changes I would make if I could

So, after months of reflection I've decided to try to practice law on my own.  Of course, it will be challenging.  And that's the best reason to do it.  The whole city of New Orleans faces enormous challenges. But  the city is in a great position to make significant improvements.  And that's how I feel about practicing law.  I want to make significant improvements in how I practice law, and the best way for me to do this is on my own.   It is with more than a large dose of sorrow that I announce I'm leaving Gordon, Arata  --the wonderful law firm where I've practiced law for the past eighteen years.  But  --effective today-- I'll be practicing under the rubric Svenson Law Firm LLC.
I'll continue handling the same types of business disputes that I worked on before, but with less overhead and a lower billable rate.  I'll strive to use non-hourly billable arrangements, and to use technology to increase productivity and effectiveness wherever possible. 

More information about my new firm is available at:  www.ernestsvenson.com
And, of course, you can always keep up with me here.

My new contact information is:
Ernest Svenson
Svenson Law Firm LLC
432 Henry Clay Ave
New Orleans, LA 70118-5724
Tel: 504.669.5150 | Fax: 504.324.0453
Email: esvenson@gmail.com

Godspeed, Ernie.  I really admire you, what you're doing and why.  I hope your new venture brings you unimaginable rewards.

Michelle Golden: Wow!

  One of the really cool things about blogging is developing an electronic relationship with someone and then finally getting to meet them.  As I mentioned in a previous post, I had the great fortune of spending this past Saturday with Gerry Riskin.  Today, I was able to finally meet the incomparable Michelle Golden, author of Golden Practices.  We had a great time talking about our shared interest in value billing as well as a host of other marketing issues.

I have always read Michelle's posts with great interest.  Her recent posts on The Profitability Problem and Profitability Through Pricing are terrific examples of her blogging contributions and reveal a depth of thinking that makes Michelle so enjoyable to engage in discussion.  Our short visit at O'Hare was my great privilege.

Marketing Conference in NY in May

Just wanted to let everyone know that the American Conference Institute is hosting the Cross-Industry Summit on Law Firm Marketing Leadership at the Westin New York at Times Square on May 15-17.  The event is designed to provide strategies to facilitate firm wide collaboration for client development and retention efforts.  The agenda is posted here. 

Because ACI was crazy enough to invite me to speak, I am able to offer this great offer:  If you would like to attend, you can save $200 off the registration price simply by quoting "Keycode 893L06.S" when you call 1-888-224-2480 or register on-line.  Seriously, I think the program will be excellent and I hope to see many of you there.

Gerry Riskin: Retreat Leader Extraordinaire

"When Gerry speaks, he reaches parts of your mind that you have never used before."   Sue Stapely, Barrister and Solicitor, London

"I don't know Sue Stapely, but she is a master of understatement."  Patrick Lamb, Attorney, Chicago

My partner Jim Rubin is a brilliant lawyer.  He that rare combination of extraordinary intelligence and killer instincts, and he has used these traits, plus a willingness to outwork his opponent to build a world-class practice representing insurance and reinsurance companies in reinsurance disputes.  Chambers found him to be one of the very best reinsurance litigators in the country.  Jim Rubin does not suffer fools lightly, and he give compliments like he was tossing around man-hole covers.  I write this, not to promote my partner (he most certainly does not need my help in that regard) but to create context for his evaluation of the retreat Gerry Riskin led yesterday for our firm.  At the end, and in front of all our lawyers, Jim said "Gerry, I can't thank you enough.  In the 15 years we have been doing these retreats, this was far and away the best we have ever had." 

Gerry hit the ball out of the park.  He drove the ball 380 yards down the middle of the fairway.  He beat Kobe one on one.  Pick whatever metaphor you will, Gerry was at the top of his game and he wow'd us.  Its not just his content, which is exceptional.  To me, two things made Gerry extraordinary.  First, Gerry's level of preparation was intense.  He had spoken to a number of my partners in great depth before Saturday, so he had his fingers on our pulse, our practice, our concerns.  And his material was tailored to us like a fine, custom-made suit.

The other thing that made Gerry's presentation so exceptional was his manner of presentation.  He presents his points in small steps that make it easy for you to walk with him, and before you realize it, you've arrived comfortably at precisely the destination Gerry planned for you to be, and you marvel at how comfortable the trip turned out to be.  If he had simply announced that people needed to be at a certain place, few would have made the complete trip and it would have been nowhere near as engaging a journey.

For us, the issue we focused on were marketing, both the whys and the hows.  But I can't imagine a topic on which Gerry would not excel.

On a personal note,  I had the opportunity to spend some time with Gerry and at the Marketing Partner Forum and even more time yesterday after our retreat.  A great retreat leader, teacher, etc., he is even a better person.  Just an outstanding guy with a great sense of humor.  As Humphrey Bogart said to Claude Rains at the end of Casablanca, "I think this is the start of a beautiful friendship."  It will be my great fortune if it is so.

Countdown to Gerry Riskin!

Gerry Riskin is a renowned blogger(Amazing Firms, Amazing Practices) and internationally sought-after consultant to professional service firms (through Edge International). I've had the great fortune to meet Gerry Riskin, spend time with him in conversation, hear him present to a large audience, exchange emails and blog entries, but I have never heard him lead a small group discussion. That's about to change.

My law firm, like many others, holds annual retreats.  Ours for 2006 is this Saturday, and we had the enormous good fortune to be able to land Gerry to lead the retreat.  Having seen him in other venues and heard some much about him, I am really excited about getting up early this Saturday!

Congratulations to Michelle Golden

Congratulations to Michelle Golden on her 100th blog post!  Her Golden Practices is one of my "must-read" blogs.  Michelle used the occasion of her 100th post to write something "extra thoughtful" and she hit the ball out of the park.  Check out her post on The Profitability Problem as well as the followup post Profitability Through Pricing.

David Maister joins blogosphere

David Maister, who inspired me with several presentations and inspires me with his books and articles, has joined the blogosphere.  He is blog is called Passion, People and Principles.  He explains the blog name this way:

The title of my blog derives from a comment made by Tom Peters who observed in his blog that ”...(it’s) interesting how all these gurus—e.g. Stan Davis, Gary Hamel, David Maister—come to put People & Passion first as they age. Hmmm…”

David certainly qualifies as a thought-leader in the client service and professional service firm management areas.  We are lucky to have him join the medium.

Annual Blawg Awards--New Category Needed

Supposedly being relentlessly focused on client service and trying always to be looking at things from the perspective of a client, I'm ashamed to admit that this wasn't my idea.  But it is a good one.  We need to add a "Best Inhouse Counsel Blawg" for all future award ceremonies.  Those blawgs focusing on the needs and interests of inside counsel would be eligible.  Anyone disagree?

 

Thanks To So Many

Dan Hull made a flattering comment about my blawg in his What About Clients, and I am thankful for his kind comment and the fact that he made it publicly.  Dan was thoughtful to include a link to the Blawg Review Awards 2005 where In Search of Perfect Client Service was (based on one person's view) named Best Practice Management Blawg.  While gratified that someone other than my mother thinks highly of my efforts, I've been exposed to too many gifted blawgers to think that my blawg is anything other than one good one among many terrific ones.

A number of people, through their inspiration, commentary, time, or just encouragement helped me in 2005.  I owe them a great deal. While this list is no doubt incomplete, I do want to thank Dan Hull, Dennis Kennedy, Gerry Riskin, Larry Bodine, Matt Homann, Tom Kane, Michelle Golden, Monica Bay, The Wired GC and The Greatest American Lawyer.  And a special note of thanks to Ernie the Attorney, who endured so much this year and so powerfully shared his experiences.  My great thanks for your help and inspiration in 2005 and best wishes to all for a great 2006.

Execute Those Resolutions

Happy New Year everyone!

I've been reading a number of great blawg entries about New Year's resolutions.  Tom Mighell over at Between Lawyers writes about New Year's Tech Resolutions (a great list, I might add).  Michelle Golden in her Golden Practices with some great insight about "saying no" in 2006.  Tom Kane at LegalMarketingBlog telling all firms to make sure they have a web site.  And no list would be complete without mentioning Matt Homann's many posts on New Year's resolutions in his terrific the [non]billable hour.  You need to read his entire December 2005 archive to catch all his sage counsel.  There are so many more.  And virtually all have great advice.

I am going to suggest but one resolution.  Read Execution: The Discipline of Getting Things Done by Larry Bossidy and Ram Charan.  Tom Peters recommended it here and I read it over the holidays.  Outstanding book.  The subtitle of the book says everything.  Thinking great thoughts without ensuring they are effectively implemented is a recipe for failure.  Its a quick read.  Resolve to read the book.  Resolve to follow the wisdom of the authors.  If you do, you'll look back on 2006 as a great year.

Harry Beckwith On Passion

I receive Harry Beckwith's monthly newsletter by email.  I read them carefully because Harry Beckwith is much smarter than I am.  His December newsletter is entitled "Giovanni and the Extraordinary Force of Passion."  It is the story of a man who is a maitre d' at a hotel in Ravello, Italy.  He works long hours, serving his customers at breakfast, lunch and dinner.  Harry ends his story this way:

 

One could argue that Giovanni became the world's greatest maître d' simply because of practice. Working twice as many hours a year as the typical person in his profession, he accumulated 40 years of experience in his 20-year career. But no doubt, there is something more. He has found his passion, and you can feel it. You want to be around him, to be served by him, to feel your sense of life elevated by him. You know he will do everything he can to make your visit perfect. And he does.   May you live your passion, too.   I agree.  I've written on passion before (here and here).  It has to show.

 

A Personal Thank You To Someone Truly Commited To Great Client Service

In my second post as a blogger, I mentioned that Andrea Gordon, my firm's Director of Marketing, was one of my "consiglieres."  We are just ending our 4th year of working together, and I want to publicly thank Andrea for her great work.  My colleagues may never realize just how extraordinary she is and how lucky we are to have her.  But I do.  And I wanted to let the world know just how terrific she is.

Tom Kane's Legal Marketing Blog Added To My List of "Must-Read" Blogs

I've linked to Tom Kane's Legal Marketing Blog twice in recent entries.  I overlooked the fact that it was not listed on my "must read" list of blawgs.  It should have been.  Tom's insights are keen and his advice practical.  Don't miss it.

"What about Clients" Added To List Of My Favorite Blawgs

Dan Hull launched his blawg this past August.  While I don’t always agree with Dan, most of his posts are provocative—they make me (at least) think, and that’s a good thing.  Belatedly, I have gotten around to updating my blawg (trials really get in the way of blawging!) and have added Dan’s blawg What About Clients to my list of blawgs I read regularly. 

Google: Great Example of Customer Service

Ernie the Attorney has provided some truly amazing insights into life for those who lived through Hurricane Katrina.  In the context of my blog, I was struck by this post on the letter Ernie received from Google.  Read Ernie’s post.  The letter speaks for itself.  It’s a good example of a company thinking about its customer’s needs and reaching out rather than waiting to hear from the customer. 

WOW!--Thank you

First this post from Larry Bodine in his Professional Marketing blog.  Then this one from Gerry Riskin, author of the terrific Amazing Firms Amazing Practices blog.  Larry and Gerry both write great blawgs (both listed on the left column as among my favorite blawgs).  I’m honored by both of their posts.  I have been around blawging long enough to know that the traffic to my blawg, from whatever source, pales in comparison to the traffic to many, many other legal blawgs, many of which are among my favorites.  And I point everyone to an interesting discussion about measuring the popularity of blawgs.   But all that said,  I am  new enough to blawging that I will take kudos when they come my way, even though the the crown “King of Blawgs” is an undeserved title.   Thanks guys.

 

Hurricane Katrina

The degree of devastation does not begin to register.  I have been following Ernie the Attorney’s front-line, first-hand posts about living through Katrina and her aftermath.  The simple story of his daughter’s 16th birthday party on Saturday and her not knowing where her friends are now moved me to tears because it is clear her story is just one of countless stories of lives changed dramatically and most likely permanently.  One has to wonder whether the area will ever really recover.

I feel like I should do something.  I just don’t know what. Lord knows there will be lawyers who can’t lawyer, clients with special needs and so on.  Offering to help seems self-serving but it is one way to reach out.

There will be an enormous need for money, water, and other basics.  Here’s another way to reach out: American Red Cross. 

Golden Practices Now Illuminates My Favorite Blogs

I’ve quoted or cited Michelle Golden’s Golden Practices blog so many times that I have added it to my blogroll of favorite blogs.  Even though Michelle’s marketing firm focuses on accounting firms, her insights apply equally to all professional service firms.  Take the time to check out her blog.  You’ll be a regular visitor.

Amazing Firms Blog Added To Blogroll

Gerry Riskin of Edge International writes the terrific blog Amazing Firms Amazing Practices.  It consistently provokes me to think, to reflect, to reexamine.  I like that.  So I’ve added Gerry’s blog to my blogroll of favorites.

Here’s an example of why I like Gerry’s blog so much. Gerry’s July 18 post attaches an article entitled “Ten Myths About Innovations In Professional Service Firms.”  It is written by one of Gerry’s partners and contains some great common sense thinking.  Gerry lets the article speak for itself, and so will I.

Talk About A Power Breakfast!

This morning, I was fortunate enough to have breakfast with Jeff Carr, General Counsel of FMC Technologies; Peter Jenkins, the President of Law Partnering Institute and founder of  the Law Department Consortium; and Steve Lauer, Director of Integrity Interactive.  Jeff is one the most outspoken proponents of aligning the economic interests of clients and their counsel, and he can legitimately claim to be one of the prophets who have moved the industry in this area.  Peter is on the cusp of really changing the management of mid-size law departments with the Law Department Consortium. Having served as in-house counsel for a number of years, Steve is now working at Integrity Interactive, the premier ethics and compliance partner to Global 2000 corporations. All were in town of the Corporate Counsel Superconference, sponsored by Corporate Legal Times.

I doubt I contributed a single meaningful thought during our 90 minutes, but I sure learned a lot.  Thanks to my friends for their insights.  I wouldn’t be surprised if one or two of the lessons from this morning find their way into this blog.

 

Just Added--My Favorite Blogs

With the help of Monica Bay ( editor-in-chief of Law Technology News, editorial director of Law Firm Inc. and Small Firm Business, and a rabid Yankees fan), I was able to figure out how to add a list of my favorite blogs.  Thanks Monica!  Anyway, I wanted to explain why each was chosen.

In no particular order:  Tom Peters’ blog contains some of the most forward thinking on business subjects that I’ve encountered.  There are no sacred cows and conventional wisdom is fodder for rethinking. The Wired GC, Law Department Management and In house Blog—News for In house lawyers were included as a convenience to in house lawyers who (I hope) read this site from time to time and because they are a good source of information for me to learn how my clients and prospective clients are thinking and what kind of challenges they might be facing.  Monica Bay’s blog—The Common Scold is an insightful look at many different topics, frequently involving the practice of law, and Monica’s irreverence and insight gives me a goal worthy of maximum effort. Adam Smith, Esq. is Bruce MacEwan’s investigation into the economics of law firms.  Let’s face it, he focuses on big law firms, and I love his stuff because it frequently exposes the gulf between the big firm’s business interests and the objectives of their clients.

I included Larry Bodine’s Professional Marketing Blog and Duct Tape Marketing because client service and focus is intrinsically connected with marketing.  These two blogs are the best law marketing blogs I’ve run across.  Dennis Kennedy.com and Matt Homann’s [non]billable hour make the list because I’ve met both Matt and Dennis through LexThink, and both are technologically gifted (certainly by comparison to me) and both are devoted to the use of technology to improve the service and work product they provide clients.  Robert Ambrogi’s Lawsites has offered me a number of sites and insights worthy of attention.  And finally, I included Greatest American Lawyer because the posts make me laugh, or make me think, and some make me do both.

Finally, I included my other website, Legacy Liabilities.  Its not in the same league as any of these others, but by listing it, I am challenging myself to invest the time to make it worthy of the company. 

I will be adding more blogs as time passes.  If you know of one I should post, include it as a comment.

Consigliere

Remember the scene in the movie Analyze This where Billy Crystal is prentending to be Don Viti's consigliere?  And Chilly tries to correct him and the Billy Crystal character slaps the crap out of him and tells him to never correct him in front of other people?  Everyone should have a client service consigliere--someone to slap him or her if they ever lose focus.  I'm fortunate enough to have two people who help me keep focus--Butler Rubin's marketing director, Andrea Gordon, and Annie Gallagher of Extreme Marketing.  Gallagher has risen high enough in the pantheon of legal marketing that she has developed "one name status."  Mention that you know Gallagher and everyone will know who you mean.