by Robin Dicks | Jan 14, 2016 | Robin's Blog
The January football transfer window is pretty bizarre if viewed dispassionately – but in an idle moment it made me think. If your firm were a football team, how would you value your players? Who are your star strikers and which central midfielder would you...
by Robin Dicks | Nov 3, 2015 | Robin's Blog
Here’s a real-life story about a firm which has recently rebranded with a new visual identity, and lots of messaging about client focus and responsiveness. So what happens when you ring someone? The phone rings… And rings… And rings… No...
by Robin Dicks | Oct 12, 2015 | Robin's Blog
One theme has been increasingly visible in some of the recent in-depth client feedback interviews we’ve done for firms. It’s connected to “commerciality” but it’s more profound than that. It’s not “technical expertise”,...
by Robin Dicks | Sep 21, 2015 | Robin's Blog
We’re seeing signs that some firms, and in particular law firms, are moving away from thinking about differentiation as being “lets change our logo and the colours on our website”. A mystery shopping exercise we recently performed across a small set...
by Robin Dicks | Jun 29, 2015 | Robin's Blog
Cross-selling, or as I prefer it to be terms, co-operative selling or successfully extending relationships with clients, requires a number of things to be in place. Fee earners need to be able to answer 5 questions with a “yes”. The link here to...
