How good are law firms at communicating with their clients? It’s a deeply intriguing question which has certainly given us pause for thought; and inspires us to conduct our secret shopper research each year. This year’s research suggests that there’s still an anti-sales mentality in many law firms. In fact, our contact details were taken on just 36% of the secret shopper calls we made to law firms about a new enquiry. And we received a sales follow-up on less than a quarter of these calls! Although our research found some progressive firms, these are in the minority; the sales function must be an integral part of the modern law firm if it is to survive and compete with them. So how come law firms still don’t have effective sales communications?

Investment in IT is necessary for forward-thinking law firms looking to succeed in today’s market. However, the value of IT is often under-appreciated and seen as just another overhead by senior management. It’s therefore important to understand how to write a convincing business case that helps decision makers understand why IT investments are necessary and the potential impact on the firm’s ability to compete.

Are you feeling the effects of being back at work yet? Holidays are over for most and we are instead daydreaming of the summer gone… I can still smell sun tan lotion. But the autumn is now upon us. And with it, the subconscious knowledge that a busy period is around the corner. This is the watershed moment in our working year that occurs in September: when the holidays are over and everyone gears up for the return to work rested, refreshed, with a ‘must do’ attitude.

Social media portals are regularly used by firms and those who work for law firms in both professional and personal capacities. Their informal nature and the fast pace of use makes it all too easy for regulated people to get carried away with online discussions or comments which can fall foul of the regulator. This is more likely to happen on social media platforms as these are virtual, accessed in the solicitor’s own time and space. It can be easy to forget that solicitors are regulated just the same at 11pm on their home computer as they are at 3pm in the office or at court.

The future is now. We all face a battle to remain relevant and change must be embraced. Law firms and lawyers who are agile of thought and action will continue to prosper. The days of a discrete brass plaque as the only calling card for business are gone. The internet is your new shop front, and it’s open 365 days a year, 24 hours a day as customers look for and assess you. Even normal routes to business, such as referrals from friends, will be impacted by the internet. No matter the recommendation, it will become the norm to assess a business online before engaging them. If you aren’t talking to them in a way that they value online, you may one day be pulling down the shutters for the final time.