In addition to discussing the numerous ways, with many examples, lawyers can improve their service to their clients, the book presents other relevant topics about producing and using innovative legal service applications. That starts with why lawyers should evolve like almost all businesses that strive for better client service. It is just not a matter of obtaining more business. The "why" is also for reduced negligence claims and fewer client complaints (and less fear of them both happening.) Also, adding research and development of client service to a lawyer's job description will make their jobs more creative and enjoyable. The book explores the many elements of good legal client service and the processes of finding, creating, evaluating, and ensuring implementation of applications. Along the way, the book, sometimes with humor, has several lawyer war stories to make a point and the odd practice tip. The style of the book is casual and personal. The book is based on the author's 42 years of practicing law and his research and presentations over the years about creating innovative legal service applications. Some examples are client manuals for different practice areas, client enhanced content and forms for a firm's website, slideshows for initial consultations shown on client monitors and better use of generic software.
Though primarily directed at lawyers in solo, small firm, and general practice, the book would be of interest to lawyers of all degrees of experience, in all areas of practice, in all sizes of firms, and even lawyers not in private practice. All lawyers should want to serve clients better and enjoy their job more.
Reviews and Endorsements:
"This book is an essential addition to any lawyer's library. While the primary audience may be the lawyer setting out to build a clientele as a sole practitioner or in a smaller office setting, the insights into marketing, creating and sustaining client satisfaction will be valuable to any practising lawyer. It offers practical tips on interacting with clients. This book has a great writing style. The reader can easily find topics of interest. I founded a two-lawyer firm and built it to a 45-lawyer firm. If this book had been available, it would have been on the desk of every lawyer that we hired. This book is highly recommended."
- Lynn Harnden, Ottawa labour and employment law lawyer
"Great read! Whether you are starting out in private practice or you just made managing partner, Pascoe's book delivers a fresh roadmap to what our clients desire: honest service, fair results and above all, to be not just a part of the process but a partner in it."
- Michael Cochrane, Toronto lawyer and author of Surviving Divorce (6th edition)
"This book should be compulsory reading in every law school or Bar Admission program. With more and more newly minted lawyers hanging their own shingle upon their call to the Bar, the Applications developed by the author serve as a foundation for the development and practices of a great lawyer and law firm. As a commercial and insurance litigation lawyer with more than 25 years' experience, I can attest to the transferability of most of the Applications from one area of practice to another, as the Applications are both adaptable and adoptable. Finally, the book provides the readers with what is tantamount to a "Get Out of Jail Free" card by introducing the lawyer to Applications that serve to reduce the risk of having a complaint brought against the lawyer by an unhappy client and having to defend oneself against a claim that may best have been avoided at the outset by the development of better solicitor-client communications skills derived from Pascoe's book."
- Norman Carroll, Ottawa Commercial and Insurance litigation lawyer
"This book starts with the data around lawyers and law firms, and the author's years of successful practice, and builds a helpful resource based on it. At practicePRO, LAWPRO's claims prevention and risk management program, as the author notes, we have long recognized that in most areas of practice, mistakes and client management issues more frequently arise from how the services were delivered than the legal advice itself. This book recognizes these service-related risks. A key theme throughout is that we can enhance client service, which will not only reduce risk, but also enhance lawyer fulfillment. The book includes both effective practice management techniques such as developing intake procedures, client manuals and client questionnaires with tips to provide client moments to enhance the legal services experience. The author graciously provides the secret sauces he developed to help deliver excellent service to his clients; now he's given other lawyers and law firms the recipes so they can serve up similar successes. It's an easy read, packed with great resources."
- Juda Strawczynski (He/His/Him), Director, practicePRO
"If you're an innovative lawyer - read this book. There are gold nuggets sprinkled throughout to help you be ahead of the crowd. Laurie Pascoe has decades of lawyering innovation and expert marketing behind him. It shows. He passes the knowledge along in this book. Practical "rubber hits the road" tips to guide you along your own path and even a chapter to support you to get them done. It's a wonderful resource and I am honored to have had the experience of working (yes, on the other side of family law files) with him. I can attest that he "walks the talk" of innovation. I have picked his marketing brain for years, and am so happy to have this book."
- Elizabeth Swarbrick, Family Focused Law - Almonte Ontario
"I was worried this book would be out of my league, but to my surprise, I had a good time reading it. The author was highly relatable and dealt with practicable teachings. Readers could also apply his words and advice in business and daily living. For instance, the subtopic that addressed keeping scorecards and learning to manage time and energy was aptly resourceful for me. I also love how he softens the seriousness of this book with humour and war stories from his own experiences.....
I commend the author for an intricately compiled work and a well-done job. In a nutshell, there is nothing I dislike about this book. It is also exceptionally edited and free from errors. For these reasons, I rate this book 5 out of 5 stars....
I highly recommend this book to lawyers and other readers curious about legal services applications. Sit back and buckle up; this book is all-inclusive, with an excellent appendix for further research."
-OnlineBookClub.org (where a longer fuller review can be found)
