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 | Aug 18, 2015 | Robin's Blog
Most client feedback exercises get feedback about how the firm performs. Better ones also identify what factors have the greatest impact on the client’s continued use of the firm. But few – still – use the opportunity created by the process to get...
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...
by Robin Dicks | Jun 8, 2015 | Robin's Blog
Have you thought about a free source of consultancy advice – your clients? A programme we are just finishing has provided the following insights: Attributes which clients think determine a strong provider Attributes which clients think can distinguish a provider...
by Robin Dicks | Apr 7, 2015 | Robin's Blog
As we’ve written about extensively elsewhere, there are 5 key drivers of profitable growth for a firm – and extending what you do with clients is a hugely important one. Is there genuinely high potential or is this just great in theory? I’ve spent a...
