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Author Archives: Nancy Byerly Jones

Beware the hidden dangers that could lead to malpractice (access required)

There are a number of all-too-well-known malpractice and grievance traps at a law firm: conflicts of interest, missed deadlines, lack of competency, confidentiality/fiduciary breaches, clerical errors, failure to document adequately and poor client relations. But other, hidden dangers could be lurking right under our noses.

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Tried & Proven: Managing and leading great staff meetings

I'd be a very rich gal if I had a nickel for every employee complaint I've heard during my 20-plus years of law office consulting about negative, unproductive staff meetings! A No. 1 request from staff is the desire for upbeat and informative meetings. In some firms, they just want meetings that are taken seriously and not cancelled at a moment's notice for non-emergency reasons (or excuses!). In others, they object to information and instructions being shared in a "shoot-from-the-hip" and rushed manner.

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Tried & Proven: Five ways to reconnect with disgruntled clients

The best way to make clients happy isn't rocket science. We learned the answer back in kindergarten ... be kind to others, unselfish, helpful and respectful. In the legal profession, this translates into: showing compassion to all clients big and small; charging fair, reasonable and clearly explained fees; offering clear, legally sound and carefully analyzed advice; and showing plain, old fashion respect for others. Some attorneys tend to forget one or more of these simple basics of excellent client service, causing many of their clients to become frustrated, confused and often beyond angry. To change such feelings is not easy. In fact, turning a fed-up client into a satisfied

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