Edge International

Client Relations / Development Insights

World’s Wealthiest Man, Jeff Bezos, Says Customers Today Are “Divinely Discontent”

World’s Wealthiest Man, Jeff Bezos, Says Customers Today Are “Divinely Discontent”

I read with great interest Jeff Bezos’s 2017 letter to Amazon shareholders. I believe we can learn a great deal from a man whose company annually ranks number one on several distinguished surveys of customer and employee satisfaction. Bezos’s theories and suggestions – which he  confesses he has gained not only through Amazon’s successes, but […]

Playbooks Aren’t Just for Coaches!

Playbooks Aren’t Just for Coaches!

For those of you who have had the patience (of Job!) to read my previous articles on law-firm differentiation and client-experience innovation, you have heard me extol the virtues of a “law-firm playbook.” Team sports coaches create playbooks to write down on paper the tools, strategies, and methods their players will use to defeat their […]

Individual Lawyers Attract New Clients, But So Can Law Firms

Individual Lawyers Attract New Clients, But So Can Law Firms

My client shared with me recently the “insight” that “clients hire lawyers, not law firms . . . ” If I had a bitcoin for the number of times I’ve been on the receiving end of that comment . . . well, let’s just say I wouldn’t be writing these articles. I don’t mean to […]

India Proposes To Open Arms to the Global Legal Profession

India Proposes To Open Arms to the Global Legal Profession

India is finally gearing up to permit foreign law firms to conduct business within its borders. As Edge International’s principal in India, I would be more than happy to assist firms that are interested in exploring possible future opportunities for entering into this exciting new market. A Decade of Working for Change The admission of […]

Law Firm Differentiation and Delivering A Signature Client Experience

Law Firm Differentiation and Delivering A Signature Client Experience

“We insist on excellence”; “We staff matters leanly”; “We understand your business”; “We always put the client first”; etc. These are just a few of the yawning refrains of law firms trying to appear “different” in the marketplace – we all can agree that marketing pablum is not in short supply! The truth is that […]

Don’t Manage Expectations. Modify Expectations

Don’t Manage Expectations. Modify Expectations

The conventional wisdom about “managing expectations” is that you should determine what someone’s expectations are, and then surpass them. Theoretically this is supposed to please them. It’s an interesting approach but I believe it is misguided. Why? Because the client’s expectations are often flawed in the first place. If you contemplate the origin of expectations, […]

Build Conversational Momentum to Set the Table for the Pitch

Build Conversational Momentum to Set the Table for the Pitch

To their credit, lawyers are results-oriented professionals. When we practice our craft, we think in terms of objectives, and the activities necessary along the way to achieve those goals. Clients pay for results and lawyers want to deliver on those expected results. Generally speaking, this is a great bias to have as a professional services […]

You Will Have It in the Morning

You Will Have It in the Morning

I am often asked to submit a proposal which will describe how my team and I might approach a problem and what our services might cost. The person requesting the proposal often intends to share it with others inside their firm. The question is, when should the proposal arrive on their desk (metaphorically speaking)? In […]

Trade Associations, Conferences, and Events: Creating Warmth and “Reach” Out of Thin Air

Trade Associations, Conferences, and Events: Creating Warmth and “Reach” Out of Thin Air

“Oh, how I hate cocktail receptions . . .” “If my practice group leader berates me about attending more trade association events I think I’m going to scream . . .”  “Ever since my first day of kindergarten, there are few things in life I hate more than walking into a large room of people […]

Charisma: The Quintessential Leadership Skill

Charisma: The Quintessential Leadership Skill

Charisma separates great leaders from good ones.