Client service. The heartbeat of Biglaw. The area where every firm has to improve. Perpetually. Biglaw hamsters in overdrive. All to make the clients happy. Sit back and admire your Biglaw firm’s willingness to go the “extra mile” by listening to its clients. We might even see a client paraded before our partners once a year. (See my column on improving partner meetings by having guest appearances from clients.)
We are taught happy clients are well-paying clients. And clients that will refer their dissatisfied colleagues at other companies to experience our brand of Biglaw magic. We love clients. Almost as much as the consultants do on House of Lies, a show that provides outrageous, if funny, explorations of the client-service provider dynamic in modern-day America. (A fun business development-training program would involve watching a series of client-interactions from the show and learning from them. Better than listening to Rainmaker X pretend the reason for his multimillion-dollar book was not his maternal grandfather’s business dealings and connections.)
Truly thinking about client service can be all-consuming, especially for a younger partner like myself. No one is giving me clients. I have to fight for them in the marketplace. I love it, but it is difficult and you need patience.
But rather than focus on the process of developing clients, let’s discuss the art of “superpleasing” clients….
Let me prove that I’ve learned a little about this blogging business over the years: Before the jump, I’ll give you my personal thought or two about introducing prominent speakers. I’ll hold the good stuff — what Fitzgerald, the famous guy, said — until after the jump. (Watch this, Lat! They’ll be drawn through the jump like vultures to carrion!)
How do you introduce a prominent speaker? You can do it the usual way: He went to school, got a job, and did some fancy stuff, zzzzzzzz.
Or you can find something offbeat about the person. I chose to introduce Fitzgerald by saying that I was afraid that our speaker had peaked too young. He had been named one of the sexiest men alive by People magazine in 2005; how do you ever surpass that? And, also in 2005, he had received an award from Washingtonian magazine for “best performance without a script.” For most people, it’s all downhill from there.
Fortunately, our speaker managed to surpass his early achievements. And then I trotted through what must be the usual litany in a Fitzgerald introduction: Led the prosecutions of former Illinois Governors George Ryan (sentenced to five years) and Rod Blagojevich (14 years) and a bunch of others.
That was my contribution to the hour. But, you might ask, what did the famous guy have to say?
Talking Heads was a teensy bit before my time, but some of you know the above lyric. I came into my own with music right around “Burning Down the House.” It wasn’t until my early 20’s that I started to appreciate the world of music instead of my world of music. Living in New York City at the time of Dinkins showed me just enough rough trade to appreciate what New York was like in the 70s. Today, clubs like CBGBs and Wetlands are but mere memories for those of us with enough memory remaining. If you want a taste of “old” New York, I recommend watching “Dog Day Afternoon,” or even “Do the Right Thing.”
These days it’s almost embarrassing to walk through Times Square with its Disney-fied atmosphere. I am all for safety when walking the streets of Manhattan, but velvet ropes outside of my old dive bars in now gentrified neighborhoods make me long for the days when the City had some edge. Some of you may not believe this, but Bryant Park was once avoided like the plague after a certain hour. There used to be a bar guide put out by some enterprising young men, and my then-girlfriend — now wife of 20 years — once highlighted the names of the watering holes we had visited. When we realized we had been in fully 70% of the bars in the book, we knew it might be time for a change.
The 70% part is absolutely true, but the real reason we left Manhattan was that she got into school in Boston and my acting career was at a standstill…
I love personality tests. They serve numerous good and constructive purposes. And by “good and constructive,” I mean shamefully entertaining, such has finding out about the best ways to totally annoy your co-workers and how to play crazy mind games with them — core skills that you need to develop to perform effectively on the job.
So when a friend of mine pointed me to an article on personality tests titled The Unique Psychological World of Lawyers, I was intrigued. It’s an older article and a bit on the dry side (at least compared to some of the off-the-wall stuff you can find here on ATL), but the some of the observations and conclusions made in the article about lawyers’ personalities are extremely compelling….
But when the talent management folks turn their sights on me, I realize that I have a split personality.
I (and everyone on my compliance team) recently took the Thomas-Kilman Conflict Mode Instrument. This puppy repeatedly asks which of two ways you would choose to resolve a conflict. After you make 30 of those choices, a computer spits out the “conflict-handling mode” that you prefer. The five conflict-handling modes are “competing,” “collaborating,” “compromising,” “avoiding,” and “accommodating.”
This test revealed my underlying split personality before I even learned the results. As to virtually every one of the 30 choices I was asked to make, my answer depends on the circumstances. When representing a party in litigation, I’m often a “compromiser”: He demands 100; I offer 10. He drops to 90; I go to 20. He wants six months to trial; I offer 24. On most subjects, litigants have equal power, and no one wants to be blamed for bothering the judge, so we compromise. According to Thomas-Kilman, I’m a “compromiser.”
But that’s just one of my many personalities. Suppose I’m not representing a party in litigation, but rather “negotiating” with one of my own clients. Goodbye “compromiser,” and hello….
When my first son was born we happened to live next door to one of the cameramen for Law and Order. The original Law and Order, not “Law and Order: Poughkeepsie” or whatever.
Anyway, if you live or practice in New York City you have undoubtedly run into an active L&O set, as they film exterior shots on location as much as possible for more realism. One of the sets happened to be down the road from our house and David invited me, my wife, and son to visit. I will always remember the great Jerry Orbach and Jesse Martin being completely unassuming nice guys as they cooed over my little boy. It was a real treat.
The point to this anecdote is that I overheard someone say that a small table immediately behind me needed to be moved a few inches before the next shot. As I reached down to slide the table, David sharply whispered to me not to touch it, as “it was a union job” and one of “them” had to move the piece. I had to laugh, as it was foreign to me that someone had a designated job of table-moving. But, as I moved through Biglaw, I became aware that the same mindset applied to associates as well as partners – unless there was money to be made from a new matter, then a Labor partner could transform into a Patent partner in the blink of an eye….
Draw three circles, along the lines of a Venn diagram.
One circle represents the past; one represents the present; and one represents the future. Your three circles should show the relationship between past, present, and future.
People from different cultures tend to draw those circles very differently, and I’ll explain your cultural bias after the jump.
Why am I writing about this? Because my corporate law department recently held its global law conference, at which all of our lawyers from around the world gathered in one place for two days of meetings. (February in Chicago! Who could resist?) We’re quite an international group, and we invited a speaker (from one of our businesses, which consults on talent management issues) to talk to us about working on cross-cultural teams.
This is just the sort of touchy-feely stuff that I typically can’t bear, but this guy was actually pretty interesting. He both revealed the cultural biases of people within our group and gave some suggestions about how to work together more effectively in the future.
I’ve now stalled for long enough. If you’ve drawn your three circles representing past, present, and future, you’re allowed to click through the jump and learn about your cultural prejudices….
Some of you might be old enough to recall the “comedian” from the mid-80’s who went by the moniker of Yahoo Serious. He had a nominal hit movie and his career died out soon after. He even tried to collect from Yahoo! for trademark infringement — yeah. Anyway, when learning the news of Marissa Miller’s recent edict (she’s the one with a nursery in her office) that Yahoo!’s telecommuting is about to end, my initial thought was, are they serious?
Now, I don’t know Tom Wallerstein — I know for sure I am no Tom Wallerstein in the writing department — but I will take on this issue of working from home, and its benefits.
Before law school, I considered myself a pretty detail-oriented person, especially when it came to writing. After entering law school, I was dismayed to find myself to be unimpressively average in a group where just about everyone was anal about typos, grammar, spelling, etc. Then I spent a summer at a large law firm and was appalled to discover that in this environment, my technical abilities were best described as a meager “below average.”
A few years at large law firms set my anal retentiveness straight. I counted two spaces after a period (in the olden days when everyone seemed to agree it was the right thing to do); made sure semicolons, not commas, followed every colon; and ensured absolute consistency in underlining or bolding definitions. After a few years, I became satisfied that I had reached a black-belt level of ability to churn out a technically perfect document.
Aside from the daily challenges associated with sustaining or exceeding gross revenue year after year, Biglaw partners are probably most worried about their firm’s brand. After all, a brand is something that will keep clients coming back, and usher in new and exciting business opportunities.
But with so many firms to choose from, it’s hard to pinpoint exactly which one is on top when it comes to being the most well-known of the bunch, regardless of what their Am Law or Vault 100 ranks might tell you. What matters most is obviously what the clients think.
Of course, there’s now a ranking to determine which firm has the strongest brand in the business….
If you are considering a virtual law practice, you know that many of today’s solo firms started that way. But why are established, multi-attorney law firms going virtual?
Many small firms are successfully moving part—or even all—of their practice to a virtual setting. This even includes multi-jurisdictional practice spanning several states and practice areas, although solo and small partnerships are still the largest adopters of virtual law.
Can you do the same? The new article Mobile in Practice, Virtual by Design from author Jared Correia, Esq., explores how mobile technology bring real-life benefits to a small law firm. Read this new article—the next in Thomson Reuters’ Independent Thinking series for small firms—to explore how a mobile practice:
Reduces malpractice risk
Enables you to gather the best attorneys to fit the firm, regardless of each person’s geographic location
Leverages mobile devices and cloud technology to enable on-the-spot client and prospect communication
Transitioning in-house is something many (if not most) firm lawyers find themselves considering at some point. For many, it’s the first step in their career that isn’t simply a function of picking the best option available based on a ranking system.
Unknown territory feels high-risk, and can have the effect of steering many of us towards the well-greased channels into large, established companies.
For those who may be open to something more entrepreneurial, there is far less information available. No recruiter is calling every week with offers and details.
In sponsorship with Betterment, ATL and David Lat will moderate a panel about life in-house and we’ll hear from GCs at Birchbox, Gawker Media, Squarespace, Bonobos, and Betterment. Drinks, snacks, networking, and a great time guaranteed. Invite your colleagues, but RSVP fast, as space is limited.
Ed. note: The Asia Chronicles column is authored by Kinney Recruiting. Kinney has made more placements of U.S. associates, counsels and partners in Asia than any other recruiting firm in each of the past seven years. You can reach them by email: firstname.lastname@example.org.
It’s that time of year again when JDs are starting to apply for 2L summer jobs and 2L summers are deciding which practice area to focus on.
For those JDs with an interest in potentially lateraling to or transferring to Asia in the future, please feel free to reach out to Kinney for advice on firm choices, interviewing and practice choices, relating to future marketability in Asia, or for a general discussion on your particular Asia markets of interest. This is of course a free of cost service for those who some years in the future may be our future industry contacts or perhaps even clients.
For some years now Kinney’s Asia head, Evan Jowers, has been formally advising Harvard Law students with such questions, as the Asia expert in Harvard Law’s “Ask The Experts Market Program” each summer and fall, with podcasts and scheduled phone calls. This has been an enjoyable and productive experience for all involved.