Latest Clientservice Podcast Episodes
Spring Break! Plus, a Practical Guide to Come in Season 3...
Five Star Counsel Podcast - April 05, 2023 10:30 - 3 minutes ★★★★★ - 23 ratingsThe Five Star Counsel podcast is prepping for a little break while we wrap up season two and prepare for season three, which will focus on the practical implementation of building a modern, high-level legal firm. As we dive into the day-to-day nuts and bolts, we'll share a range of tools and ...
S2 E13. Answering Our Show's Big Question
Five Star Counsel Podcast - March 16, 2023 14:59 - 13 minutes ★★★★★ - 23 ratingsOur show has tackled client service by framing it around one big question: "What would a firm created by the founders of Disney, Amazon, and Four Seasons look like?" Today we try to summarize our Five Star Bootcamp by answering that question. Building a law firm requires starting with the bus...
S2 E12. Recovering From Service Mistakes
Five Star Counsel Podcast - February 23, 2023 11:30 - 9 minutes ★★★★★ - 23 ratingsHow do you handle client-facing mistakes? As much as we try to avoid them, mistakes are inevitable, even for us perfectionist attorneys. And because they are inevitable, attorneys need to have a plan for how to respond when they happen. My experience working at the Four Seasons provided a grea...
S2 E11. Making Service Improvements
Five Star Counsel Podcast - January 20, 2023 11:30 - 10 minutes ★★★★★ - 23 ratingsThere's a common misconception and fear we see in attorneys. Attorneys can fall prey to thinking that becasue they're well-paid and well-respected, they don't need to think about making their service better. Many risk-averse, pessimist, perfectionist attorneys simply fear the potential failure t...
S2 E10. Maintaining Your Service Consistency
Five Star Counsel Podcast - January 11, 2023 11:30 - 12 minutes ★★★★★ - 23 ratingsNow that you have addressed your standards, and you've implemented processes that should lead to those standards being met, how do you make sure your firm is hitting your standards on an ongoing basis? Standards won't do much for you if they're never being met. I'll walk through the ways y...
S2 E9. Setting Your Delivery Standards
Five Star Counsel Podcast - January 05, 2023 19:02 - 15 minutes ★★★★★ - 23 ratingsNow that we've discussed the components of our firm's service, it's time to think about how we measure successful service. Setting these standards not only helps you track that everything is happening correctly, but helps your employees know if they're doing a good job. Most importantly, it help...
S2 E8. Your People: Hiring, Training, and Managing
Five Star Counsel Podcast - December 13, 2022 11:30 - 16 minutes ★★★★★ - 23 ratingsWe've built the pieces of the machine for great service, but now it's time to focus on the fuel - your employees. People are the most important thing in your business, and we can't skimp on it. I break this episode down into two main parts: how to hire and how to train and manage. The most c...
Service Delivery in the New Experience Economy w/ Joe Pine
Five Star Counsel Podcast - December 06, 2022 11:30 - 31 minutes ★★★★★ - 23 ratingsHave you progressed beyond the dark ages of stodgy, antiquated law practice? If you're listening to this show, I bet you have, but has your service delivery fully embraced the current experience economy? What does that even mean? Our guest, Joe Pine, is here to explain. Joe is a distinguished...
S2 E7. Defining the Five Star Experience
Five Star Counsel Podcast - November 17, 2022 11:30 - 17 minutes ★★★★★ - 23 ratingsNow that we've laid the groundwork for building great service, and talked about how to avoid pitfalls, we should really define the scale that we're grading service on. We are, after all, the Five Star Counsel Podcast! So what makes a "Five Star" experience? I'll give some detailed examples of ...
S2 E6. Avoiding Red Herrings
Five Star Counsel Podcast - November 01, 2022 10:30 - 13 minutes ★★★★★ - 23 ratingsBefore we dive deeper into what service is, let's take a look at what service ISN'T. I like to classify these distractions, marketing ploys, and wow-factor missteps as Red Herrings. This is something that you give to your client that doesn't actually move the needle for them. Your law firm...
S2 E5. Managing the Forest
Five Star Counsel Podcast - October 27, 2022 16:46 - 14 minutes ★★★★★ - 23 ratingsWhat does it mean to have "your process"? How do you make sure that everyone on your team knows what to do, and when to do it? We're getting in the weeds on how to set up your practice so you know what's happening with all of your clients, at a glance. The reason we're spending the time on thi...
Creating Frictionless Payment Experiences w/ Ben Brideaux - Live From Clio Cloud Con
Five Star Counsel Podcast - October 21, 2022 10:30 - 11 minutes ★★★★★ - 23 ratingsFive Star Counsel recorded live from Clio Cloud Con 2022 in Nashville, TN! We'll be talking with experts and execs in the legal community about what's next and how it will shape the future of client service. We were joined by Clio's VP of Financial Services, Ben Brideaux to chat about what he ...
S2 E4. What's Your Needle?
Five Star Counsel Podcast - October 20, 2022 10:30 - 11 minutes ★★★★★ - 23 ratingsNow that we've defined our firm's mission, vision, and values, we need to really hone in on exactly HOW we help our clients and how we measure it. How exactly do we move the needle for our clients and define success? As customers grow more savvy, the legal industry is not immune - potential cl...
The Top 6 Factors Clients Use When Hiring a Firm w/ Nika Kabiri - Live From Clio Cloud Con
Five Star Counsel Podcast - October 19, 2022 10:30 - 21 minutes ★★★★★ - 23 ratingsFive Star Counsel recorded live from Clio Cloud Con 2022 in Nashville, TN! We'll be talking with experts and execs in the legal community about what's next and how it will shape the future of client service. We were joined by data guru and Clio's in-house Decision Scientist, Nika Kabiri, who w...
S2 E3: Your Firm's MISSION
Five Star Counsel Podcast - October 18, 2022 10:30 - 6 minutes ★★★★★ - 23 ratingsYour Mission is your guidance for your future clients as to you act for them. This will guide *their* decision to reach out and hire you and your practice. The idea that your firm can do anything really means your firm can do nothing - you won't stand out. You need to know what you do best, an...
Parsing Client Service vs. Experience w/ Jack Newton - Live From Clio Cloud Con
Five Star Counsel Podcast - October 17, 2022 10:30 - 22 minutes ★★★★★ - 23 ratingsFive Star Counsel recorded live from Clio Cloud Con 2022 in Nashville, TN! We'll be talking with experts and execs in the legal community about what's next and how it will shape the future of client service. We were very excited to be joined by Clio Co-Founder and CEO Jack Newton for a dive in...
Live From Clio Cloud Con: 2022 Legal Trends Report w/ Joshua Lenon
Five Star Counsel Podcast - October 10, 2022 20:31 - 26 minutes ★★★★★ - 23 ratingsFive Star Counsel is live from Clio Cloud Con 2022 in Nashville, TN! We'll be talking with experts and execs in the legal community about what's next and how it will shape the future of client service. We'll start the week by welcoming Joshua Lenon, Lawyer in Residence at Clio, to discuss the ...
S2 E2: Your Firm's VALUES
Five Star Counsel Podcast - October 07, 2022 15:58 - 12 minutes ★★★★★ - 23 ratingsWhen we think about the three-legged stool that makes up each of our practices, we think about the owners (which is probably you listening to this podcast right now), our employees (the staff who helps us build this), and our clients (the people we are serving) We first talked about our visio...
S2 E1: Your Firm's VISION
Five Star Counsel Podcast - October 05, 2022 15:07 - 10 minutes ★★★★★ - 23 ratingsThe first three modules of the Five Star Bootcamp address three core building blocks for your firm's success - your firm's VISION, VALUES, and MISSION. This episode covers your firm's VISION. Your Vision is guidance for you, the owner. What are you building towards? This will guide your beha...
S2 E0: Five Star Bootcamp - The Five Star Method and What Service ISN'T
Five Star Counsel Podcast - October 03, 2022 18:29 - 15 minutes ★★★★★ - 23 ratingsWe're thrilled to be starting our 7-week bootcamp for your firm’s service, all based on the grand unifying theory of Five Star Counsel. This first module is a high-level overview of our approach to client service, why great service crucial in today's legal market, and how to think of your ...
FSC Rewind: Running Your Service Delivery Like Disney w/ Lee Cockerell
Five Star Counsel Podcast - September 22, 2022 14:54 - 38 minutes ★★★★★ - 23 ratingsWe're on a brief break while we gear up for Season 2 of FSC, but we still want to give you something to think about (or revisit) in the mean time, especially if you missed it the first time around. Service guru Lee Cockerell sat with us for a freewheeling chat about his service career and what...
Season 2 TEASER
Five Star Counsel Podcast - September 01, 2022 10:30 - 5 minutes ★★★★★ - 23 ratingsAs you know, we’ve been on a little break while we put together the next season of the show, and we’re super excited to share a sneak preview of what you can expect when we have our new episodes at the end of September. Season 2 will be different than what you’re used to. We won't have an...
FSC Rewind: Building Expert Status w/ Mike Whelan
Five Star Counsel Podcast - August 24, 2022 19:43 - 44 minutes ★★★★★ - 23 ratingsWe're on a brief break while we gear up for Season 2 of FSC, but we still want to give you something to think about (or revisit) in the mean time, especially if you missed it the first time around. Mike Whelan sat with us to discuss expert status, what it can mean to you, and how to market it....
FSC Rewind: Optimizing Your Intake Process w/ Billie Tarascio
Five Star Counsel Podcast - August 17, 2022 14:25 - 32 minutes ★★★★★ - 23 ratingsWe're on a brief break while we gear up for Season 2 of FSC, but we still want to give you something to think about (or revisit) in the mean time, especially if you missed it the first time around. Billie Tarascio joined us with a boatload of incredible tips for supercharging your intake proce...
FSC Rewind: Ditching the Billable Hour w/ Jonathan Stark
Five Star Counsel Podcast - August 10, 2022 10:30 - 39 minutes ★★★★★ - 23 ratingsWe're on a brief break while we gear up for Season 2 of FSC, but we still want to give you something to think about (or revisit) in the mean time, especially if you missed it the first time around. Check out our chat with Jonathan Stark about how (and why) to ditch the billable hour pricing fo...
FSC Rewind: How and Why to Score Your Leads Using Data w/ Paul Kortman
Five Star Counsel Podcast - August 02, 2022 10:30 - 24 minutes ★★★★★ - 23 ratingsWe're on a brief break while we gear up for Season 2 of FSC, but we still want to give you something to think about (or revisit) in the mean time, especially if you missed it the first time around. Paul Kortman details out the process for turning your inbound leads into actionable data in this...
FSC Rewind: Nailing Your Interview and Hiring Process w/ Molly McGrath
Five Star Counsel Podcast - July 27, 2022 10:30 - 32 minutes ★★★★★ - 23 ratingsWe're on a brief break while we gear up for Season 2 of FSC, but we still want to give you something to think about (or revisit) in the mean time, especially if you missed it the first time around. Molly McGrath joined us to deliver A TON of invaluable tips for hiring the perfect addition to you...
FSC Rewind: Growth Strategies Without Going Crazy w/ David Heinemeier Hansson
Five Star Counsel Podcast - July 20, 2022 10:30 - 34 minutes ★★★★★ - 23 ratingsWe're on a brief break while we gear up for Season 2 of FSC, but we still want to give you something to think about (or revisit) in the mean time, especially if you missed it the first time around. We talked to entrepreneur David Heinemeier Hansson about how to *sanely* grow and manage your firm...
FSC REWIND: Increasing Your Speed to Expert w/ Maddy Martin
Five Star Counsel Podcast - July 12, 2022 10:30 - 26 minutes ★★★★★ - 23 ratingsWe're on a brief break while we gear up for Season 2 of FSC, but we still want to give you something to think about (or revisit) in the mean time, especially if you missed it the first time around. Check out our great Season 1 chat with Maddy Martin about getting your paying clients in front of ...
FSC REWIND: Understanding your Firm's Growth Stage w/ Adam Anderson
Five Star Counsel Podcast - July 06, 2022 10:30 - 33 minutes ★★★★★ - 23 ratingsWe're on a brief break while we gear up for Season 2 of FSC, but we still want to give you something to think about (or revisit) in the mean time, especially if you missed it the first time around. Check out our crucial Season 1 chat with Adam Anderson about growth stages in your business. ---...
Related Clientservice Topics