Latest Clientservice Podcast Episodes
72. Growth Strategies Without Going Crazy w/ David Heinemeier Hansson
Five Star Counsel Podcast - December 07, 2021 11:30 - 35 minutes ★★★★★ - 23 ratingsDo you find yourself slogging through the days and weeks, buried in work? Are you frustrated at your current growth? Is your company culture simply some version of “Work hard. Bill hours. Make money?” Are you happy with that? Our guest this week is a brilliant entrepreneur, David Heinemeier Ha...
FSC REWIND: Setting Our Service Standards
Five Star Counsel Podcast - November 30, 2021 13:32 - 17 minutes ★★★★★ - 23 ratingsWe're on a brief break this week after the holiday, 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 John's take on setting your firm's standards. You have standards and expectations for service i...
71. Training Your Staff for Tech Proficiency w/ Alicia Pierre
Five Star Counsel Podcast - November 24, 2021 11:30 - 23 minutes ★★★★★ - 23 ratingsIs every member of your staff on the same level when it comes to tech proficiency? Is it possible that you actually *losing* efficiency by employing tech? This week, we're joined by Alicia Pierre of Legally Techie, who specializes in legal-focused tech training. We want to get a lot out of o...
70. Nailing Your Interview and Hiring Process w/ Molly McGrath
Five Star Counsel Podcast - November 16, 2021 11:30 - 32 minutes ★★★★★ - 23 ratingsDo you want to know how to make your job postings pop? How do you weed through a sea of applicants and land that dream employee? How do we make the hiring process better and easier for law firms? Our guest this week is Molly McGrath of Hiring & Empowering Solutions. For nearly 25 years, she's ...
FSC REWIND: Values, Culture, and Standards
Five Star Counsel Podcast - November 09, 2021 11:30 - 18 minutes ★★★★★ - 23 ratingsWe're on a brief break this week, but we want to give you something to think about (or revisit) in the mean time, especially if you missed it the first time around. Here's John's take on the importance of your firm's values, culture, and standards. Client service should stem from an overarchin...
69. The Evolving Role of Non-Lawyers in the Law Firm w/ Michelle Spencer
Five Star Counsel Podcast - November 02, 2021 10:30 - 38 minutes ★★★★★ - 23 ratingsHas tech made traditional legal assistants and secretaries obsolete? Think your firm can slash costs AND improve productivity by letting that support staff go? Not so fast. Law firms are laying off their support staff at alarming rates, thinking that automation is going to improve their servi...
68. Implementing a Results-Only Work Environment w/ Jody Thompson
Five Star Counsel Podcast - October 26, 2021 10:30 - 38 minutes ★★★★★ - 23 ratingsIs your firm's efficiency still being judged by hours logged? Are your firm's flexibility policies still resulting in micromanagement and long hours? How can we get out of this paradigm of management by clock? Our guest, Jody Thompson, is the founder of CultureRx and creator of the Results-On...
67. Generating Amazing Referrals w/ Stacey Brown Randall
Five Star Counsel Podcast - October 19, 2021 10:30 - 38 minutes ★★★★★ - 23 ratingsHow much do you earn every year from referrals? What if you could dramatically increase that number with some simple steps? Our guest this week is Stacey Brown Randall, Referral Ninja Master, and creator of the Referrals Without Asking strategy. Her program is designed to generate referrals w...
66. Five Star Service Essentials
Five Star Counsel Podcast - October 12, 2021 10:30 - 34 minutes ★★★★★ - 23 ratingsThroughout the first year in our podcasting journey, we've learned a lot from our guests, and our core tenets have been honed and adjusted. We thought we'd take this time to refresh our growing audience on the essentials, and talk about the core concepts of Five Star Counsel that have come in...
65. Big Tech's Role in the Legal Service Economy w/ Conrad Saam
Five Star Counsel Podcast - October 05, 2021 10:30 - 38 minutes ★★★★★ - 23 ratingsAre you fearing a new future where big tech companies push you out of business? Where the Amazon of legal services makes you obsolete? My guest and I are here to tell you to put those fears to bed. Conrad Saam is the founder of Mockingbird Marketing, an agency focused on marketing for the leg...
64. Employee Onboarding for the Modern Law Firm w/ Justie Nicol
Five Star Counsel Podcast - September 28, 2021 10:30 - 36 minutes ★★★★★ - 23 ratingsAre you ready to bring on new associates? Great! Now, how do you expect those new employees to know and understand your firm's processes, values, and work culture? You can't just throw them in the ocean and assume their law school knowledge will keep them afloat. That is old-school, 1984-law fir...
63. Adopting a Value Pricing Strategy w/ Ed Kless
Five Star Counsel Podcast - September 21, 2021 10:30 - 29 minutes ★★★★★ - 23 ratingsIs a client going to pay for a service they don't value? Even if they do, are they going to be happy about it? Ed Kless is the Senior Director at Sage Accountants Solutions and host of the Soul of Enterprise podcast. Ed has fantastic takes on pricing and billing for professional services, and...
62. Running Your Service Delivery Like Disney w/ Lee Cockerell
Five Star Counsel Podcast - September 14, 2021 10:30 - 38 minutes ★★★★★ - 23 ratingsLee Cockerell is a customer service icon, and I was thrilled to have him join our show. Lee served as the Executive Vice President of Operations for the Walt Disney World Resort for ten years. This means he ran 20 resort hotels with over 24,000 Guest rooms, 4 theme parks, 2 water parks, 5 golf c...
61. Developing Your Firm's Sales Plan (Don't Be Afraid!) w/ Steve Fretzin
Five Star Counsel Podcast - September 07, 2021 10:30 - 32 minutes ★★★★★ - 23 ratingsDoes the term "Sales" make you shiver? Are lawyers, law firms, and legal services somehow above a lowly sales process? Sales is all about need fulfillment, and your clients have needs! That you can fulfill! You're not selling them on something they don't need, you're helping them solve their...
60. Implementing Better Automation and Systems w/ Stacy Carlson
Five Star Counsel Podcast - August 24, 2021 10:30 - 28 minutes ★★★★★ - 23 ratingsHow much time could systems and processes save you every week? If one new program or app or template could save you 2 hours a week, would you use it? Stacy Carlson is the Partner Manager at TextExpander, where she helps businesses consistent communicate smarter and faster across all their cha...
59. Demystifying the Law for Our Clients w/ Tiffany Christianson
Five Star Counsel Podcast - August 17, 2021 10:30 - 21 minutes ★★★★★ - 23 ratingsDo clients need to understand the process, terminology, and documents we're creating for them? Of course they do, and clients are much happier and less stressed when they understand what's going on. And, as a bonus, they appreciate us and the value what we bring to their situation. But how d...
58. Optimizing Your Intake Process w/ Billie Tarascio
Five Star Counsel Podcast - August 10, 2021 10:30 - 32 minutes ★★★★★ - 23 ratingsIs your intake process getting your firm the results it needs? Is your intake process creating barriers for potential clients? Could it be refined or totally reworked? This week, we're joined by Billie Tarascio, successful attorney and co-author of Tiger Tactics: Powerful Strategies for Winni...
57. Mastering Your Firm's Internal Training w/ Matt Gjertsen
Five Star Counsel Podcast - August 03, 2021 10:30 - 31 minutes ★★★★★ - 23 ratingsYou don't have the time or luxury of slowly getting new employees up to speed. You owe it to yourself and your firm to get new hires trained efficiently. This week, Matt Gjertsen joins us - he's a former U.S. Air Force instructor pilot and Manager of Training and Development for SpaceX who's f...
56. Improving Your Interview and Hiring Process w/ Davis Nguyen
Five Star Counsel Podcast - July 27, 2021 10:30 - 22 minutes ★★★★★ - 23 ratingsWhat kind of questions are you asking in your interviews? Do you know what are you even looking for? This week, we're chatting with Davis Nguyen. Davis is a former consultant and founder of My Consulting Offer, where he coaches recent graduates and students on how to get through the interview...
55. Optimizing Your Site for Conversions and Clarity w/ Quinn Zeda
Five Star Counsel Podcast - July 20, 2021 10:30 - 27 minutes ★★★★★ - 23 ratingsIs your website god's gift to legal world? Perfect in every way? I'm gonna bet there's at least a *little* room for improvement, if not a lot. You could be leaving a lot of deals on the table, and passing on a ton of revenue by not optimizing your site for conversions. Our guest this week gives ...
54. Making the Right Tech Choices for Your Firm w/ Colin Levy
Five Star Counsel Podcast - July 16, 2021 10:30 - 29 minutes ★★★★★ - 23 ratingsHow do we integrate new tech in a way that improves the experience for clients and makes it easier for you and your employees to serve your clients? Colin Levy is a legal technologist and former in-house attorney who explains how not all technology, even legal-specific tech, is appropriate fo...
53. Building a Great Virtual Law Firm w/ Sam Mollaei
Five Star Counsel Podcast - July 13, 2021 10:30 - 31 minutes ★★★★★ - 23 ratingsHow can we delegate and distribute more work off our plate so that things get done faster and more consistently? This week, we're talking with Sam Mollaei. He has started and currently runs seven virtual law firms, outsourcing work without the massive overhead. He's also served over 7,000 le...
52. Integrating New Tech into Your Practice w/ Joshua Lenon
Five Star Counsel Podcast - July 08, 2021 10:30 - 33 minutes ★★★★★ - 23 ratingsIs your practice going to be replaced by robots? Should we run screaming away from the impending tech overlords? This week, we're talking with Joshua Lenon, the Lawyer-in-Residence at Clio. Earlier this year, Joshua reviewed dozens of new legal technology options across various categories,...
51. Asking the Right Questions and Building Rapport w/ Brock Hendricks
Five Star Counsel Podcast - July 01, 2021 10:30 - 30 minutes ★★★★★ - 23 ratingsWhen you get on an initial call with a new client, do you know what questions you must have answers to by the end of that call? How much time do you spend building rapport and understanding? In this episode, we're talking with Brock Hendricks, and he'll share how the best practices of premium...
50. Dealing with Burnout and Work-Life Balance as an Attorney w/ Sherry Walling
Five Star Counsel Podcast - June 28, 2021 10:30 - 29 minutes ★★★★★ - 23 ratingsAre you a firm owner with feelings of burnout? Are you an attorney with work-life boundary issues? It's so common and easy for us attorneys to let our mental health take a backseat to our work and our businesses. Dr. Sherry Walling helps smart people do hard things. She is a clinical psycholo...
49. Avoiding Grievances with Great Service w/ Lisa Gonzalez
Five Star Counsel Podcast - June 25, 2021 10:30 - 35 minutes ★★★★★ - 23 ratingsDoes the idea of sitting before a state bar grievance panel sound like a fun time? About as much fun as a root canal or an IRS audit, right? But what can we do to help avoid grievances altogether, even from those high-maintenance clients? Lisa Gonzalez is a defense attorney and Associate Judg...
48. Ditching the Billable Hour w/ Jonathan Stark
Five Star Counsel Podcast - June 22, 2021 10:30 - 39 minutes ★★★★★ - 23 ratingsWhat could your business be like if you were no longer chained to the billable hour? Do you think your business model is even feasible without the billable hour? Does making the leap away from hourly billing sound terrifying? Stupid? Suicidal? Jonathan Stark is a former software developer who...
47. Your Great Service IS Your Marketing (and Vice Versa) w/ Jordan Ostroff
Five Star Counsel Podcast - June 18, 2021 10:30 - 29 minutes ★★★★★ - 23 ratingsGreat client service is the bedrock of great marketing. It's the core of the snowball of referrals, reviews, and happily returning clients. Legal marketing specialist Jordan Ostroff of LegalEase Marketing and Jordan Law Fl joins us today to connect the dots between our marketing strategies a...
46. Succeeding with Your Own Online Course w/ Stephen Ladek
Five Star Counsel Podcast - June 01, 2021 10:30 - 29 minutes ★★★★★ - 23 ratingsAre you thinking about building a course for clients, colleagues, or your own employees? Where do you start? How do you even approach what can be a huge undertaking? Stephen Ladek of LMS Pulse joins us - he's an e-learning expert with loads of experience in the structural design of courses, te...
45. Managing Stress to Maximize Productivity w/ Olivia Vizachero
Five Star Counsel Podcast - May 27, 2021 10:30 - 29 minutes ★★★★★ - 23 ratingsWhat if your head wasn't full of stressful thoughts all day? How would it change your work? How would it change your approach to clients, judges, employees, challenging situations? This week we're joined by Olivia Vizachero, the Less Stressed Lawyer. She's here to discuss stress management, u...
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